Your new company

Hays Recruitment have partnered with Leicestershire County Council in the search for a 2nd Line Technical Analyst to deliver in-depth technical assistance to end users and clients, resolving complex IT issues escalated from the 1st line support team. This position requires strong analytical skills, a thorough understanding of IT systems, and the ability to communicate effectively with both technical and non-technical stakeholders. The role is pivotal in ensuring smooth operations, maintaining high levels of customer satisfaction, and supporting the ongoing improvement of IT services.

Your new role will involve

• Diagnose, troubleshoot, and resolve advanced technical issues escalated from 1st line support, covering hardware, software, network, and application problems.
• Provide technical guidance to 1st line analysts and assist in the development of their technical skills.
• Document all incidents, actions, and resolutions accurately within the ticketing system, ensuring compliance with service level agreements (SLAs).
• Analyse recurring issues and collaborate with other IT teams to identify root causes and implement long-term solutions.
• Install, configure, and maintain IT equipment and software, including desktops, laptops, printers, and mobile devices.
• Support the rollout of software updates, patches, and system upgrades in line with organisational policies.
• Maintain up-to-date knowledge of relevant technologies and participate in ongoing training and development.
• Deliver excellent customer service, managing expectations and keeping users informed throughout the support process.
• Escalate unresolved issues to 3rd line or specialist teams as required, ensuring timely handover and clear communication.
• Contribute to the creation and maintenance of technical documentation, knowledge base articles, and user guides.

What you'll need to succeed

• Proven experience in a technical support or IT helpdesk role, ideally in a 2nd line capacity.
• Strong troubleshooting skills and the ability to resolve complex technical issues independently.
• Excellent knowledge of Windows and/or Mac operating systems, Office 365, and common business applications.
• Understanding of networking concepts (TCP/IP, DNS, DHCP), and experience supporting remote access solutions.
• Familiarity with ITIL best practices and incident management processes.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to prioritise workloads, manage multiple tasks, and work effectively under pressure.
• Relevant IT qualifications (e.g., CompTIA A+, Microsoft Certified, ITIL Foundation) are desirable.

There will be occasional out of hours requirements for planned works or major incidents, therefore you will need to be within an hour of the location and have your own transport.

Sponsorship is not available for this role.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.