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For Companies At a Glance
- Tasks: Handle escalated technical issues and support IT systems in a dynamic environment.
- Company: Ascenti is a progressive company dedicated to improving health and well-being for thousands daily.
- Benefits: Enjoy flexible working, Vitality at Work membership, exclusive discounts, and a supportive culture.
- Why this job: Join a collaborative team where you can grow, make an impact, and enhance user experience.
- Qualifications: Solid IT support experience is essential; a passion for problem-solving is a plus.
- Other info: Be part of exciting digital transformation projects that elevate IT service delivery.
The predicted salary is between 30000 - 42000 £ per year.
At Ascenti, we help thousands of people every day to elevate their health and live active lives. With over 25 years of experience in the public and private sectors, we\’re proud to foster a progressive, values-led workplace where our people thrive.
About the role
We\’re looking for a 2nd Line Support Analyst to join our Digital Team on a permanent, full-time basis. This is a pivotal role based in our Fareham office, responsible for handling escalated technical issues and supporting the smooth operation of our IT systems across the business.
You’ll work closely with our 1st Line Support team and IT leadership to troubleshoot complex problems, improve internal processes, and help maintain a high standard of service delivery. Acting as a technical escalation point, you’ll play a key role in reducing downtime, enhancing user experience, and contributing to a collaborative team culture.
This is a fantastic opportunity for someone with solid IT support experience who thrives in a fast-paced, people-focused environment. You’ll be part of a supportive and experienced team, with the space to grow and make a real impact.
What you’ll be doing
As a 2nd Line Support Analyst, you’ll:
- Manage and resolve tickets escalated from the 1st Line Support team, providing expert troubleshooting across hardware, software, and networks.
- Deliver remote and on-site support to colleagues, maintaining high levels of service across the business.
- Provide root cause analysis for commonly occurring problems and proactively suggest process improvements.
- Support documentation of IT processes and contribute to the training and development of junior IT team members.
- Collaborate with the IT Services Manager, System Administrator, and Head of IT on complex escalations and project work.
- Use our ITSM system to log tickets and ensure compliance with agreed Service Level Agreements (SLAs).
- Share knowledge across the team and help build technical confidence and capability in others.
- Maintain full compliance with relevant legislation and internal policies, including data protection and cyber security best practice.
- Lead or contribute to digital transformation projects and initiatives that enhance IT service delivery across the Group.
Benefits & culture
We strive to live and breathe our values, underpinned by a passion for what we do and a people-centric approach. Our benefits include flexible working, Vitality at Work membership, exclusive discounts, and more. Learn more at: ascenti.co.uk/benefits
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Support Analyst - 2nd Line employer: Ascenti
Contact Detail:
Ascenti Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst - 2nd Line
✨Tip Number 1
Familiarise yourself with common ITSM tools and ticketing systems, as these are crucial for the role. Being able to demonstrate your experience with these platforms during discussions will show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in hardware, software, and network issues. Prepare to discuss specific examples of complex problems you've solved in the past, as this will highlight your expertise and problem-solving abilities.
✨Tip Number 3
Show your enthusiasm for collaboration by thinking of ways you can contribute to team culture. Be ready to share ideas on how to improve processes or support junior team members, as this aligns with the company's values.
✨Tip Number 4
Research Ascenti's digital transformation projects and be prepared to discuss how your skills can contribute to these initiatives. This demonstrates your proactive approach and genuine interest in the company's goals.
We think you need these skills to ace Support Analyst - 2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant IT support experience, particularly in 2nd line roles. Emphasise your troubleshooting skills and any experience with ITSM systems, as these are crucial for the role at Ascenti.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and how you align with Ascenti's values. Mention specific examples of how you've improved processes or enhanced user experience in previous roles.
Showcase Technical Skills: Clearly list your technical skills related to hardware, software, and networks. If you have experience with root cause analysis or training junior team members, be sure to include that as well.
Highlight Team Collaboration: As the role involves working closely with other teams, mention any past experiences where you collaborated effectively with colleagues to resolve issues or improve service delivery.
How to prepare for a job interview at Ascenti
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a 2nd Line Support Analyst. Familiarise yourself with common technical issues and how to troubleshoot them, as well as the importance of collaboration with the 1st Line Support team.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of complex problems you've resolved in the past. Highlight your analytical skills and your approach to root cause analysis, as this will demonstrate your capability to handle escalated issues effectively.
✨Emphasise Team Collaboration
Since this role involves working closely with various teams, be ready to talk about your experience in collaborative environments. Share instances where you've contributed to team success or helped improve processes through teamwork.
✨Familiarise Yourself with ITSM Tools
As you'll be using an IT Service Management (ITSM) system to log tickets, it’s beneficial to have a basic understanding of these tools. If you have experience with specific ITSM software, mention it during the interview to show your readiness for the role.
