IT Service Hub Analyst (2nd Line)
Bettys & Taylors of Harrogate – a family‑owned group of iconic Yorkshire brands, including Yorkshire Tea, Bettys and Taylors of Harrogate – is looking for a dedicated and customer‑focused 2nd Line Support Analyst to join our IT Service Hub Team in Harrogate. The successful candidate will provide high‑quality support to colleagues across the organisation, delivering exceptional customer service as part of a friendly and collaborative team.
The Role
The 2nd Line Support Analyst works within the IT Service Hub Team, a blend of 1st and 2nd line roles. The position acts as a point of escalation for more complex issues and, where required, escalates to 3rd line support teams, ensuring relevant information is captured to support additional investigation.
Workplace – Full‑time, hybrid working arrangements based in Harrogate (HG2 7DL). This role requires onsite presence at least three days per week as part of the Service Hub rota and is not suitable for fully remote applicants.
Key Responsibilities
* Resolve complex incidents and service requests.
* Work independently and contribute effectively within a team.
* Research and gather information to make and communicate decisions.
* Support the implementation of IT changes and maintain business‑as‑usual services.
* Manage patching, release cycles, and asset refresh strategies.
* Uphold ISO27001 standards and contribute to continuous improvement initiatives.
* Maintain and enhance IT documentation and knowledge base content.
* Deliver IT training and mentoring to colleagues and end users.
* Collaborate with third‑party suppliers and internal teams to ensure service excellence.
What You Bring
* Proven experience in an IT support role.
* Strong troubleshooting skills across hardware, software, and network issues.
* Familiarity with ITIL processes and service management tools.
* Excellent communication and documentation skills.
* A collaborative mindset and a commitment to continuous learning.
* Exceptional communication skills, capable of conveying complex ideas to non‑technical stakeholders.
* Experience administering Microsoft 365 products (e.g. Outlook, Teams, SharePoint Online, Project Online).
* An understanding of basic networking and IT security.
* Experience in Windows Operating Systems, Azure, Active Directory, Exchange and Mobile Device Management solutions.
What We Offer You
As a minimum, all our employees receive free meals, drinks and snacks while at work, a discretionary quarterly profit‑share bonus, holiday allowance with the option to buy and (in some cases) sell additional days, company‑wide employee discounts, access to our health cash plan, wellbeing support, company‑funded counselling and enrolment in the company pension scheme. We also offer a range of development opportunities – external training programmes, apprenticeships and internal 1:1 coaching schemes – to help you grow in any role and ambition.
Great People, Great Culture
We are Bettys & Taylors Group. Together we share a passion for quality, service and doing things properly. Driven by our purpose and values, we believe our people are what set us apart. We welcome applications from all cultures, backgrounds and experiences and are committed to offering an inclusive culture where everyone can thrive.
The closing date for this vacancy is 30th November 2025. We may close the advert early if we receive a high volume of applications. Don’t miss your chance – apply today!
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