Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 2nd line support and troubleshoot complex technical issues.
- Company: Leading digital services organisation with a collaborative culture.
- Benefits: Hybrid working, funded certifications, bonus schemes, and regular team socials.
- Other info: Enjoy a relaxed team atmosphere while maintaining professionalism and customer focus.
- Why this job: Accelerate your IT career in a supportive, high-performing service desk team.
- Qualifications: Experience in 2nd line support or strong 1st/2nd line engineer ready to step up.
The predicted salary is between 34000 - 36000 ÂŁ per year.
Location: Cheltenham (on-site during probation, then hybrid)
Salary: Up to ÂŁ36,000
Benefits: Hybrid working, clear progression, funded certifications, bonus scheme, social events
Our client, a leading digital services organisation, is hiring a 2nd Line Service Desk Analyst to support their growing client base within a fast-paced, MSP-style environment. This role offers the opportunity to join a highly collaborative service desk team and play a key role in delivering high-quality technical support while continuing to develop your own skills.
You’ll act as a key escalation point from 1st line, working on more complex issues while contributing to continuous improvement across the service desk function.
What you’ll do:
- Provide 2nd line support across hardware, software, and network environments
- Troubleshoot and resolve escalated tickets efficiently within SLA targets
- Support Microsoft technologies including M365, Windows, and Active Directory
- Assist with builds, configurations, system upgrades, and maintenance
- Work closely with 1st line engineers, mentoring where appropriate and supporting their development
You’ll collaborate with a close-knit service desk team, including senior engineers and leadership, in an environment that values teamwork, accountability, and continuous improvement.
What we’re looking for:
- Experience in a 2nd line role, or a strong 1st/2nd line engineer ready to step up
- Good knowledge of Microsoft 365, Windows OS, and Active Directory
- Understanding of networking fundamentals (IP, DNS, DHCP)
- Experience working in a fast-paced or MSP environment (desirable)
- Strong customer service skills and the ability to communicate confidently with users
The ideal candidate will be proactive, motivated to progress, and comfortable working in a busy, high-volume support environment. You’ll enjoy being part of a relaxed, sociable team while maintaining a professional and customer-focused approach.
Why join?
- Hybrid working available after successful probation
- Clear and fast-tracked progression opportunities (including pathways into 3rd line, projects, or other technical areas)
- Funded training and certifications, including Microsoft exams
- Bonus and reward schemes, including performance incentives and profit share
- Regular team socials, events, and a supportive, engaging office culture
- Additional perks including “lunch and learn” sessions, team activities, and office refreshments
This is an excellent opportunity for someone looking to accelerate their IT career within a business that actively invests in its people. Apply now to take the next step in your support career within a high-performing service desk team.
2nd Line Support Analyst in Cheltenham employer: IMT Resourcing
Contact Detail:
IMT Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. A friendly chat can give you insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Microsoft 365, Windows OS, and networking fundamentals. We want you to shine!
✨Tip Number 3
Show off your customer service skills during the interview. Share examples of how you've helped users in the past. Remember, it's all about teamwork and communication!
✨Tip Number 4
Apply through our website for a smoother process. It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace 2nd Line Support Analyst in Cheltenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 2nd line support experience and any relevant Microsoft technologies you've worked with. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your customer service skills and teamwork experience, as these are key for us.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We love seeing candidates who can think on their feet and resolve problems efficiently, so share those success stories with us!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at IMT Resourcing
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows OS, and Active Directory. Be ready to discuss how you've used these technologies in past roles, as well as any troubleshooting techniques you’ve mastered.
✨Show Off Your Customer Service Skills
Prepare examples of how you've handled difficult customer interactions or resolved complex issues. This role values strong communication, so practice articulating your thought process clearly and confidently.
✨Familiarise Yourself with Networking Basics
Since understanding networking fundamentals is key, make sure you can explain concepts like IP, DNS, and DHCP. You might be asked to troubleshoot a network issue, so being able to demonstrate your knowledge will set you apart.
✨Emphasise Team Collaboration
This position involves working closely with a service desk team, so be prepared to discuss your experience in collaborative environments. Share examples of how you've mentored others or contributed to team success in previous roles.