At a Glance
- Tasks: Lead a team to deliver top-notch IT support and enhance user experience.
- Company: Join Kaplan, a global leader in education and professional development.
- Benefits: Enjoy competitive salary, hybrid working, and generous leave options.
- 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 technology solutions.
- Qualifications: Experience in IT support, team leadership, and a passion for tech innovation.
The predicted salary is between 35900 - 37000 € per year.
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
- This role is suited to a customer-focused technician who is comfortable managing business needs, working as part of a team, and has a natural flair for coaching and motivating people.
- 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 offer
- 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.
Application Support
If you require support completing your application or wish to talk to someone about the role before applying please email the Recruitment Team at kaplanstaff.recruitment@kaplan.com.
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.
Support Analyst L2 (1st Line Lead) in London employer: KP UK
Kaplan is an exceptional employer that prioritises the growth and success 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 a hybrid working environment near London Bridge, Kaplan fosters a diverse and inclusive atmosphere 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 (1st Line Lead) in London
✨Tip Number 1
Get to know the company inside out! Research Kaplan's values and mission, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Support Analyst L2, you'll need to convey technical information clearly. Try explaining complex IT concepts to friends or family to sharpen your ability to communicate effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can be a game-changer.
✨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 at Kaplan.
We think you need these skills to ace Support Analyst L2 (1st Line Lead) 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, customer service, and any leadership roles you've had. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain how your background aligns with our values and the specific requirements of the role. Show us your passion for supporting learners and driving results together.
Showcase Your Technical Skills:Don’t forget to mention your technical expertise! Whether it's Windows OS, Google Workspace Admin, or your knowledge of GDPR, make sure we know what you bring to the table. We love tech-savvy candidates who can help us innovate!
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 and submit your application – we can't wait to hear from you!
How to prepare for a job interview at KP UK
✨Know Your ITIL Inside Out
Since this role requires strong experience within the ITIL framework, make sure you brush up on your knowledge of Incident, Request, and Change Management. Be ready to discuss how you've applied these principles in past roles, and think of specific examples that showcase your expertise.
✨Showcase Your Leadership Skills
As a Support Analyst L2 (1st Line Lead), you'll be expected to lead and mentor a team. Prepare to share experiences where you've successfully managed a team in high-pressure situations. Highlight your coaching style and how you motivate others to achieve their best.
✨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 or even troubleshoot a scenario during the interview. Showing your hands-on experience will set you apart.
✨Embrace Emerging Technologies
Kaplan values a proactive interest in emerging AI technologies. Think about how Generative AI can automate tasks and prepare to discuss any relevant projects or ideas you have. This shows you're forward-thinking and aligned with the company's innovative spirit.
