Role: 2nd Line Support Analyst
Location: Cheltenham (on-site during probation, then hybrid)
Salary: Up to £36,000
Benefits: Hybrid working, clear progression, funded certifications, bonus scheme, social events
Our client, a leading digital services organisation, is hiring a 2nd Line Service Desk Analyst to support their growing client base within a fast-paced, MSP-style environment. This role offers the opportunity to join a highly collaborative service desk team and play a key role in delivering high-quality technical support while continuing to develop your own skills.
You’ll act as a key escalation point from 1st line, working on more complex issues while contributing to continuous improvement across the service desk function.
What you’ll do
Provide 2nd line support across hardware, software, and network environments
Troubleshoot and resolve escalated tickets efficiently within SLA targets
Support Microsoft technologies including M365, Windows, and Active Directory
Assist with builds, configurations, system upgrades, and maintenance
Work closely with 1st line engineers, mentoring where appropriate and supporting their development
You’ll collaborate with a close-knit service desk team, including senior engineers and leadership, in an environment that values teamwork, accountability, and continuous improvement.
What we’re looking for
Experience in a 2nd line role, or a strong 1st/2nd line engineer ready to step up
Good knowledge of Microsoft 365, Windows OS, and Active Directory
Understanding of networking fundamentals (IP, DNS, DHCP)
Experience working in a fast-paced or MSP environment (desirable)
Strong customer service skills and the ability to communicate confidently with users
The ideal candidate will be proactive, motivated to progress, and comfortable working in a busy, high-volume support environment. You’ll enjoy being part of a relaxed, sociable team while maintaining a professional and customer-focused approach.
Why join?
Hybrid working available after successful probation
Clear and fast-tracked progression opportunities (including pathways into 3rd line, projects, or other technical areas)
Funded training and certifications, including Microsoft exams
Bonus and reward schemes, including performance incentives and profit share
Regular team socials, events, and a supportive, engaging office culture
Additional perks including “lunch and learn” sessions, team activities, and office refreshments
This is an excellent opportunity for someone looking to accelerate their IT career within a business that actively invests in its people.
Apply now to take the next step in your support career within a high-performing service desk team