Welcome to our Talent Community

2nd Line Support Analyst
Permanent / Full Time

Share | |

2nd Line Technical Helpdesk Advisor – Outsourced IT Services Based in London.


Complete IT (CIT) is a fast-growing, premier UK provider of IT support services. Our clients range from 10 to 250 users and use the best technologies available. Our wide range of managed IT services includes (but is not limited to) IT support, bespoke project delivery, telephony and audio and visual. We have a reputation for the quality and passion of service built around our clients, combining on-site visits and unlimited helpdesk support to deliver a very different client experience. 


As a 2nd Line Helpdesk Advisor, your main responsibility will be to log, manage and resolve client issues, establishing a priority rating with each caller and updating the ticket in the helpdesk system. Attempting a first-time fix in all cases is crucial to what we do and following the escalation procedure if this isn’t successful. You’ll be expected to identify root causes and liaise closely with the Helpdesk Manager/Technical Consultant where appropriate. Key deliverables include next steps agreement, call-backs and post-ticket closure to provide the highest levels of service. 

Other accountabilities of the 2nd Line Helpdesk Advisor include:

• Occasional client visits to develop relationships and acquire/share client knowledge

• Developing mutually supportive internal relationships

• Actively driving your personal development plan with your manager. 



To apply for this 2nd Line role, you’ll need a proven track record in IT support, with at least 1 Microsoft certification or an appropriate equivalent. Strong Microsoft 365 and Azure administration and troubleshooting is required, as well as a solid understanding of firewall administration and troubleshooting. The successful candidate will have experience using server monitoring tools and be able to resolve backup and antivirus issues.


Along with a strong familiarity with helpdesk ticketing systems, excellent all-round communication skills and a real client focus, you’ll be a sound organiser and time-manager, quickly able to develop in-depth product knowledge. An owner/driver, able to take ownership of client relationships, as a 2nd Line Helpdesk Advisor you can also bring:

• Broad technical knowledge 

• A genuine interest in technology

• That essential combination of independence and good team-working skills. 



CIT is driven not only by our clients and our fantastic relationships with them, but also our amazing team. We are not just a successful business; we are a family. People matter to us – their opinions, their ideas, their development and most importantly, their happiness is valued above all else. Our people are the key to our success. 

With this is mind we try to make sure that the benefits that we offer to our team reflect the high value that we place on them. We offer a flexible benefits scheme which offers private healthcare, life insurance, dental cover, critical illness cover and discounted gym membership. We also carry out bi-annual development reviews for all of our team members, giving them the opportunity to discuss their career and their training and development. Our team are the best in the business, so training is very important to us – we provide internal and external technical and soft skills training, and support our team by paying for them to take the exams that they need to gain valuable, industry recognised qualifications to develop their knowledge and expertise. 


Please check out the privacy notice for candidates on our website - see link below: https://www.complete-it.co.uk/privacy-notice 

Would you like to apply to this job?

Apply for the 2nd Line Support Analyst position

Previous MonthNext Month