At a Glance
- Tasks: Lead a dynamic support team to deliver top-notch IT services and solutions.
- Company: Join Kaplan, a global leader in education and professional development.
- Benefits: Enjoy competitive salary, flexible working, and extensive benefits including 28 days leave.
- Other info: Be part of a diverse team committed to creating opportunities for all.
- Why this job: Make a real impact by empowering learners and driving innovation in IT support.
- Qualifications: Experience in service desk leadership and strong IT skills required.
We are looking for a Support Analyst L2 (1st Line Lead) to join our team.
Role summary
You will help us create success for our learners, candidates, clients, and colleagues by providing a high-quality, innovative, and efficient IT service that delivers technology to support Kaplan's business goals.
What you’ll bring to the role
- Proven experience leading or mentoring a service desk team in a high-pressure environment.
- Strong experience working within an ITIL framework (specifically Incident, Request, and Change Management), ideally holding an ITIL certification.
- Deep knowledge of Windows OS, Google Workspace Admin, Office 365, and hardware configuration.
- Experience implementing and monitoring controls for SOX, ISO 27001, and GDPR.
- A proactive interest in emerging AI technologies and how Generative AI can automate repetitive tasks.
- Excellent communication, interpersonal, and problem-solving skills.
What we do
Kaplan Professional is a leading provider of apprenticeships, accountancy / tax / finance & banking courses, and professional assessments. For almost 80 years, we’ve helped shape the development and careers of finance professionals.
What we believe in
Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower & support, create opportunity, drive results together.
Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion - of culture, experiences, perspectives - are paramount to creating success and opportunity in an ever-changing world.
Our Values
- Act with integrity
- Empower and support
- Create opportunity
- Grow knowledge
- Drive results together
What we offer
- As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:
- 28 days annual leave + option to purchase more
- Season ticket loan and cycle to work scheme
- Big discounts on Kaplan courses for you and your family
- Private medical, income protection, and life insurance
- 24/7 confidential helpline providing counselling and other support services
- Company pension contributions
- Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
How to apply
To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Friday 29th May 2026. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.
Disability Confident Scheme
As a Disability Confident employer, we are committed to interviewing applicants with disabilities who meet the minimum criteria for the role as per the job description and any screening or testing stages. Details of how to request your application be considered under the Disability Confident scheme will be shared with all applicants upon submission of an application.
Furthermore, all applicants invited to attend interview will be given information on how to request reasonable adjustments to attend.
Support Analyst L2 in London employer: Kaplan Financial
Kaplan is an exceptional employer that prioritises the growth and well-being of its employees, offering a supportive work culture that values integrity, empowerment, and collaboration. With a competitive salary, comprehensive benefits package, and opportunities for career progression, particularly in the dynamic environment near London Bridge, Kaplan fosters a diverse and inclusive workplace where every team member can thrive and contribute to meaningful educational outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst L2 in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Kaplan or similar companies on LinkedIn. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to IT support and leadership. Think about how you can showcase your experience with ITIL and mentoring others.
✨Tip Number 3
Show your passion for tech! Be ready to discuss emerging AI technologies and how they can improve efficiency in IT support. This will set you apart as a forward-thinking candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Support Analyst L2 in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Analyst L2 role. Highlight your experience with ITIL frameworks and any leadership roles you've had in service desk teams. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain how you meet the job requirements and share your passion for supporting learners and colleagues. Let us know why you're excited about this opportunity at Kaplan.
Showcase Your Technical Skills:Don’t forget to mention your technical expertise, especially with Windows OS, Google Workspace Admin, and Office 365. We love seeing candidates who are proactive about emerging technologies, so if you have insights on AI, include that too!
Apply Early!:We recommend applying as soon as possible since we might close the role early if we find the right fit. Head over to our website to submit your application and get your foot in the door!
How to prepare for a job interview at Kaplan Financial
✨Know Your ITIL Inside Out
Since the role requires strong experience within an ITIL framework, make sure you brush up on your knowledge of Incident, Request, and Change Management. Be ready to discuss specific examples from your past experiences where you've successfully applied these principles.
✨Showcase Your Leadership Skills
As a Support Analyst L2, you'll be leading a service desk team. Prepare to share instances where you've mentored or coached team members, especially in high-pressure situations. Highlight how your leadership style aligns with Kaplan's values of empowerment and support.
✨Demonstrate Your Technical Savvy
Familiarise yourself with Windows OS, Google Workspace Admin, and Office 365, as well as hardware configuration. Be prepared to answer technical questions and possibly troubleshoot a scenario during the interview to showcase your problem-solving skills.
✨Embrace Emerging Technologies
Kaplan values a proactive interest in AI technologies. Research how Generative AI can automate tasks in IT support and be ready to discuss your thoughts on its future impact. This will show your enthusiasm for innovation and your commitment to driving results together.
