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Second Line Support Analyst

2 weeks ago

Cheltenham GL, United Kingdom HCR Full time £45,000 - £55,000 per year
About The Role

We're looking for a Second Line Support Analyst who's ready to take the next step in their IT career. If you've gained solid experience in First Line Support and are eager to tackle more complex challenges, this is your opportunity to grow, contribute, and be part of a collaborative and forward-thinking IT team.

As a Second Line Support Analyst, you'll be the go-to expert for escalated technical issues, ensuring smooth operation of our IT systems and delivering outstanding service to our users. You'll play a key role in maintaining high service availability, resolving complex problems, and driving continuous improvement across the IT function.

What You'll Be Doing:

Incident and Request Management

  • Handle incidents and service requests escalated from First Line Support.
  • Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
  • Escalate unresolved issues to third-line support or specialist teams with clear

documentation.

  • Ensure service levels (SLAs) are met for response and resolution times.

Technical Support

  • Provide remote and on-site support for end users across the organisation.
  • Support core business applications, operating systems, and peripherals.
  • Configure and install hardware such as laptops, printers, and other devices.
  • Perform software installations, updates, and patch management.
  • Full-time, with flexibility to support out-of-hours maintenance or escalations
  • Travel between HCR Law offices as required

End User Experience and Communication

  • Act as a point of contact for users requiring deeper technical support.


• Communicate technical solutions in a clear, user-friendly manner.
• Provide guidance and informal training to users to improve confidence and adoption of

tools.

System and Infrastructure / Server Support

  • Support and maintain Active Directory, Exchange/Office 365, and other enterprise

systems.

  • Manage user accounts, permissions, and access rights.
  • Assist in monitoring system performance and network connectivity.
  • Support backup and recovery operations.

Microsoft Platform & Teams Adoption

  • Act as a subject matter expert for Microsoft 365 tools, especially Teams, Outlook,

SharePoint, and OneDrive.

  • Support Teams lifecycle management including setup, permissions, guest access, and

integrations.

  • Promote best practices and drive adoption of Microsoft collaboration tools.
  • Identify opportunities to improve digital workflows and user experience.

Customer Service

  • Deliver excellent customer service through clear and professional communication.
  • Keep users informed of progress and resolution timelines for their incidents or requests.
  • Manage expectations effectively and maintain professionalism in all interactions.

Administration and Documentation

  • Maintain accurate and detailed records of all support interactions in the service

management system.

  • Update and contribute to the IT knowledge base with troubleshooting steps and

solutions from third-line teams, specialist groups, or suppliers.

  • Ensure compliance with IT policies, security standards, and data protection regulations.
  • Help train First Line Support Analysts by sharing knowledge and best practices.

Teamwork and Continuous Improvement

  • Work collaboratively with colleagues across IT to ensure seamless support for end users.
  • Share knowledge with the wider team to improve overall service desk capability.
  • Identify opportunities to improve processes, reduce repeat incidents, and enhance the

user experience.

  • Participate in service reviews and contribute to IT improvement initiatives.
  • Apply familiarity with the ITIL framework, including incident, service request, change,

and problem management.

About You

What You'll Bring

  • Strong knowledge of Microsoft 365, especially Teams, Outlook, SharePoint, and OneDrive
  • Experience supporting Windows 10/11 and Microsoft Endpoint Manager (Intune)
  • Excellent troubleshooting and problem-solving skills
  • Clear and professional communication with technical and non-technical users
  • Ability to work independently and collaboratively across teams.

Desirable:

  • Familiarity with Power Platform (Power Automate, Power Apps)
  • Experience with Azure AD, Exchange Online, and Teams governance
  • Understanding of ITIL principles and service management practices
  • Experience delivering user enablement or adoption support
  • Degree or equivalent qualification in IT or related field (preferred)
  • Full UK driving licence
About Us

Benefits of working with us:

  • Scottish Widows Pension Scheme
  • 28 days annual leave (plus public holidays)

  • Bonus scheme

  • Healthcare cash plan

  • Electric vehicle scheme

  • Happy People / Perks at Work benefits portal
  • Cycle to Work scheme
  • Life Assurance
  • 1/3 gym membership contribution
  • Flu vaccinations

Is HCR the smart move for you?

HCR suits people who love a challenge and want to work in an environment where careers thrive on the back of hard work and personal merit. Our people enjoy feeling part of something bigger than themselves, and whilst our clients drive our development, it is our people who bring their energy, enthusiasm, and entrepreneurial mindsets together to solve problems and help our clients succeed.

Why HCR people love their jobs

Our people tell us they enjoy working on good quality, interesting matters from a wide variety of our clients, because they get the experience they want to develop their careers. We will give you responsibility early, the mandate to make things happen and we'll back your good ideas. Our "Passion for People" lives and breathes every day throughout the firm as our peoples' energy and sense of fun create a warm environment in which to thrive.

What career progression will HCR offer you?

HCR's growth constantly creates opportunities for people who want to go places and make a difference, your career plan can become part of our growth plan. At HCR you can expect to work with friendly, energetic, ambitious people, who love getting stuck into a client problem, and enjoy celebrating a good outcome. Our people value the sense of community provided by the individual personality of each office and the collegiate approach across all our service and sector teams.

What does HCR believe, achieve and stand for?

As a Times Best Law firm, among the UK Top 60, we provide the full range of services that you would expect to organisations, business leaders and individuals. However, in our mission to give everyone the opportunity to experience a different kind of legal service we take an entrepreneurial approach. We're flexible and responsive to the needs of our clients, delivering the best outcomes for them. We have more than 800 lawyers and support staff, including more than 150 partners, and have been awarded the Law Society's Lexcel quality mark in recognition of our compliance and client care standards.

With ten offices in England and Wales our well-established presence stretches from west to east, ensuring clients can access a full-service legal offering no matter where they're located. We've expanded significantly in Birmingham, Cardiff and the Thames Valley, and our merger with Hewitsons resulted in a full service regional hub being established in the heart of the Waterside innovation area centre of Northampton. Our London and Cambridge continue to grow apace.

With solid connections in the communities we work in, and a track record of delivering legal advice to businesses and individuals throughout the areas we base ourselves in, our clients continue to value our approach to providing legal advice, in the way they need, when they need it.

As HCR is an equal opportunities employer, we don't just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients. We are privileged to be an armed forces-friendly organisation.

We also want you to achieve your absolute best during the recruitment process. Please let us know of any changes we can make at any point that will help support your application. If this opportunity sounds of interest to you, please make an application and submit your CV.

A note for recruitment agencies – The HCR Resourcing Team is responsible for recruitment across the firm, and where possible will use direct hiring methods. We do work with a Preferred Supplier List, and where appropriate, we will release vacancies to those agencies who we deem most appropriate to support us. Only those agencies will be invited to submit candidates via our recruitment portal. Any speculative or unsolicited CVs sent to any employee or Partner of HCR will not be considered an introduction, and no fees will be applicable. Furthermore, we retain the right to pursue these candidates without query of ownership