Location:
Fareham
Premise:
Office-based / in-clinic
Role type:
Full time
Salary:
£28,000 - £30,000
Vacancy ID:
47882
At Ascenti, we help thousands of people every day to elevate their health and live active lives. With over 25 years of experience in the public and private sectors, we’re proud to foster a progressive, values-led workplace where our people thrive.
About the role
We’re looking for a 2nd Line Support Analyst to join our Digital Team on a permanent, full-time basis. This is a pivotal role based in our Fareham office, responsible for handling escalated technical issues and supporting the smooth operation of our IT systems across the business.
You’ll work closely with our 1st Line Support team and IT leadership to troubleshoot complex problems, improve internal processes, and help maintain a high standard of service delivery. Acting as a technical escalation point, you’ll play a key role in reducing downtime, enhancing user experience, and contributing to a collaborative team culture.
This is a fantastic opportunity for someone with solid IT support experience who thrives in a fast-paced, people-focused environment. You’ll be part of a supportive and experienced team, with the space to grow and make a real impact.
What you’ll be doing

As a 2nd Line Support Analyst, you’ll:

• Manage and resolve tickets escalated from the 1st Line Support team, providing expert troubleshooting across hardware, software, and networks.
• Deliver remote and on-site support to colleagues, maintaining high levels of service across the business.
• Provide root cause analysis for commonly occurring problems and proactively suggest process improvements.
• Support documentation of IT processes and contribute to the training and development of junior IT team members.
• Collaborate with the IT Services Manager, System Administrator, and Head of IT on complex escalations and project work.
• Use our ITSM system to log tickets and ensure compliance with agreed Service Level Agreements (SLAs).
• Share knowledge across the team and help build technical confidence and capability in others.
• Maintain full compliance with relevant legislation and internal policies, including data protection and cyber security best practice.
• Lead or contribute to digital transformation projects and initiatives that enhance IT service delivery across the Group.

Benefits & culture
We strive to live and breathe our values, underpinned by a passion for what we do and a people-centric approach. Our benefits include flexible working, Vitality at Work membership, exclusive discounts, and more. Learn more at: ascenti.co.uk/benefits

Knowledge, experience, and qualifications

• Working knowledge of Microsoft Azure, including the Azure portal, basic resource management, and user access controls.
• Strong expertise in the Microsoft 365 Suite, including advanced user support for Outlook, Teams, OneDrive, SharePoint, and Excel.
• A solid understanding of networking fundamentals, including Active Directory, DNS, DHCP, and connectivity troubleshooting.
• Familiarity with remote support tools and ITSM systems.
• Must have strong communication and problem-solving abilities, with the confidence to support users at all levels of the business.
• Ability to prioritise and manage multiple issues in a fast-paced environment.
• Experience working in IT Support Desk.
• Experience with server administration
• GSCE’s or equivalent level qualification or equivalent professional experience.

Please refer the Job description for details