{"id":3073455,"url":"https://alion.io/job/ampa-second-line-support-analyst","title":"Second Line Support Analyst","company":{"id":668802,"name":"Ampa","domain":"ampa.co.uk","url":"https://alion.io/company/ampa-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-21T10:03:39Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-29T15:06:33Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Second Line Service Desk Analyst\nTeam: IT\nLocation: Office based in one or more of our UK client sites and hubs, within a geographical area. Ideally this role will be located in the Southern region, covering coastal & other offices.\nReporting to: Service Operations Manager\nRole Context\nWe are looking for a experience Second Line (L2) Service Desk Analyst to join our multi-functional IT team within the Technology Operations department, providing support and troubleshooting assistance for both standard & bespoke software, and provision & management of IT hardware to a user base of over 1500 staff across multiple UK locations.\nThe role will be mainly office based, with flexible working opportunities where possible.\nThe working pattern will be 37 hours weekly, covering core Business Support hours. These are typically between 09:00 and 17:30 Monday to Friday, however flexibility for extended coverage between 07:00 and 19:00 and beyond, on a rotational basis, may be required.\nRole Purpose\n The Second Line Service Desk perform an essential Support function, sitting between our Level 1 IT Service Desk and Level 3 resolver groups. They work with both, as well as our 3rd party partners and suppliers, to provide hardware & software technical Support for standard company applications & devices, as well as custom, bespoke and in-house applications.\nWe are looking for a motivated, experienced and professional person who is able to thrive in a fast-paced environment and work well with customers, peers and suppliers to deliver a great quality of customer service, backed up by sound technology & processes knowledge.\nWhat you will be doing:\nProvision of Desktop hard & software support onsite including Walk-ups & remotely.\nCarrying out varied Support duties, primarily L2 but also some L1, and potentially L3 tasks where the need arises, including as role & skill development opportunities.\nEnd to end ownership of Level 2 Support Incidents, Requests and Ticket Tasks.\nDiagnosis, troubleshooting & technical resolution of Hardware & Software issues.\nTicket management including triage, logging, monitoring, tracking and reassigning.\nProviding quality updates on tickets, including those passed to other resolver teams.\nAdherence to SLA & OLA targets, ensuring highly functioning Support Operations.\nCreation & maintenance of Knowledge Articles for team and First Line Service Desk.\nTracking & managing Soft & Hardware Assets & Access, including devices & licenses.\nIdentification of, and training for Shift Left activities, including L2 - L1, and L3 to L3.\nEnforcing robust JML fulfilment assuring reliable & timely onboarding experience.\nContribute to the ongoing improvement of associated ITIL processes & practices- Asset, Access, JML, Request Fulfilment, Service Catalogue, Incident & Problem etc.\nIdentify and escalate support inefficiencies, process challenges & related solutions.\nWhat you will need:\nA minimum of 2-3 years experience working in an IT Service Desk environment.\nWorking knowledge of Windows 10-11, M365 & supporting Windows OS.\nThe ability to provide user account management across multiple systems & services.\nVaried technical skills across a broad range of standard Business applications.\nA knowledge of laptop, mobile, printer & other device setup and troubleshooting.\nSome understanding of general office, VPN, networking and connectivity principles.\nAppreciation of support provision across bespoke & in-house applications.\nAdept at building relationships between IT teams and with end users.\nExcellent communication skills, committed to delivering great client service.\nAble to minimise escalations and safeguard the customer experience.\nAbout you:\n Highly enthusiastic, willing to go the extra mile and beyond the job description. Respectful towards others, and able to communicate with stakeholders at all levels.\nA positive and ‘can do’ attitude - suggesting solutions where challenges are faced. Keen to learn, ambitious in driving your own development & career progression.\nProactive in taking ownership of issues and juggling a variety of work activities. \nBenefits, Agile Working and Additional information\nWe embrace agile working and offer a blended approach to where and how we work.\nWe appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.\nWe have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Manchester, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Seaford, Storrington, Southampton & Tunbridge Wells.\n Additional information\n\nWant to find more about our amazing benefits?\n-------------------------------------------------------------------\nPlease be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.\n\nDue to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.\nEqual opportunities\n Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.","description_format":"text","description_chars":5720,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services"],"lifecycle":[{"event":"open","at":"2026-10-22T10:03:39Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-29T06:20:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.838,"p_room":0.9,"age_days":7,"expected_fill_days":22,"reasons":["conf:3","win:mid","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/ampa-second-line-support-analyst","json_url":"https://alion.io/job/ampa-second-line-support-analyst.json","meta":{"generated_at":"2026-10-29T16:49:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25131,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":668802},"rest":"https://alion.io/mcp/rest/get_company?id=668802"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fampa-second-line-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fampa-second-line-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fampa-second-line-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ampa-second-line-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fampa-second-line-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3073455}},{"tool":"search_jobs","arguments":{"company":"ampa.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3073455},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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