Role Overview and Purpose
The 2nd Line IT Support Analyst is responsible for delivering high-quality second-line technical support to Voyage Care staff across the organisation. The post holder will respond promptly to support requests, providing regular updates to users to keep them informed of ticket progress. The successful candidate will contribute as a key member of the team, attending the office two to three times per week as required.
This role is responsible for managing ticket escalations from the 1st Line Support team, providing assistance with hardware, software, and infrastructure queries that require a higher level of technical expertise. The post holder is expected to draw on their knowledge and experience to thoroughly troubleshoot and resolve these issues wherever possible. If a problem cannot be remedied at this stage, the analyst is responsible for escalating the ticket to the engineering teams, making certain that all appropriate troubleshooting steps have been completed. Detailed documentation of all actions taken and findings is required, ensuring that subsequent teams have comprehensive information to facilitate a swift resolution.
Additionally, the analyst will contribute to service improvement initiatives, such as managing support queues and identifying opportunities for process enhancements on designated days.
Professional development is highly encouraged at Voyage Care. The successful applicant will be expected to further their knowledge of the Azure platform and participate in meetings with other business units to gain a deeper understanding of various operational roles and daily tasks.
Key Responsibilities

• Deliver high-quality second-line technical support to staff, ensuring prompt responses and regular updates on ticket progress.

• Manage ticket escalations from the 1st Line Support team, applying advanced technical knowledge to troubleshoot and resolve hardware, software, and infrastructure issues.

• Escalate unresolved Incident s and Problems to engineering teams, ensuring all troubleshooting steps are thoroughly documented for efficient handover.

• Provide technical assistance both remotely and on-site, including the installation and maintenance of hardware and software.

• Maintain and support IT infrastructure, such as PCs, laptops, printers etc. ensuring systems are operating optimally.

• Accurately log support calls and document fixes within the helpdesk ticketing system for future reference.

• Liaise with 3rd line support, infrastructure teams, and external suppliers to resolve complex or specialised technical issues.

• Proactively identify and report potential IT and cybersecurity risks to minimise organisational impact.

• Contribute to service improvement initiatives by managing support queues and suggesting process enhancements.

• Create and maintain knowledge articles to support the ongoing development of the service desk knowledge library.

• Participate in meetings with other business units to enhance understanding of operational roles and support professional development

Skills, Experience and Qualifications

• Previous experience in a 2nd line IT support or similar technical support role within a service desk environment.
• Strong understanding of computer hardware, operating systems (including Windows 10/11), and common software applications.
• Experience managing user accounts and permissions in Active Directory and Entra ID.
• Using remote support tools and ticketing systems for logging and tracking incidents.
• Ability to diagnose and resolve more complex incidents that have been escalated from 1st line support.
• Knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN connectivity.
• Awareness of cybersecurity best practices and procedures for identifying and escalating risks.
• IT certifications (e.g., CompTIA A+, Microsoft Certs) are desirable but not essential.
• Strong organisational skills and the ability to prioritise workload.

Essential Attributes

• Technical Proficiency: Strong skills in troubleshooting hardware, software, and network issues.
• Customer Service Skills: Ability to interact professionally and efficiently with users, acting as an internal customer.
• Documentation: Ability to clearly document technical issues and resolutions.
• Problem-Solving: Taking ownership of user problems and performing technical diagnosis to find effective solutions.
• Excellent communication and interpersonal skills for liaising with users and technical teams.