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2nd Line Support Analyst

Summary of Position

Based in our Horsham Resource Centre and reporting to the Service Desk Team Leader, you will be responsible for the efficient remote resolution of escalated faults, issues and configuration requests.

You will use your in-depth knowledge to manage and resolve incidents and work proactively to ensure knowledge is shared with colleagues to develop a positive ‘can-do’ culture.

Targets & Outcomes

  • Increasing levels of remote resolution as a % of support requests
  • Dissemination of knowledge throughout the department
  • Outstanding levels of customer satisfaction

Attitude and Persistence

  • Analytical
  • Resourceful
  • Collaborative
  • Innovative
  • Logical


Timely resolution of customer support tickets

Provide quality support to colleagues as and when required

Prioritise and respond to all incidents in line with current process

Adhere to and contribute towards service desk processes to ensure service levels are met

Provide detailed quality logging of all incidents onto the call logging system

Assist in maintaining technical knowledge base and procedural documentation

Skills Requirements

Troubleshooting and Administration

  • A good level of troubleshooting and administration skills combined with good customer communications.
  • A wide range of software and hardware experience across Microsoft based networks
  • This should include:
  • Microsoft Windows Server\Desktop, virtual machines
  • Microsoft applications eg: Office.
  • Backup systems
  • Anti-virus applications
  • Office 365, MS Exchange
  • Network devices.
  • MFD MFP printing and scanning
  • Print Solution software
  • Unified Communications

Installation and Configuration 

  • On-premise and Cloud backup systems
  • MS Office/365
  • Antivirus software
  • Desktop, Laptop and tablet builds

The details contained in this Job Description reflect the content of the job at the date it was prepared. It should be remembered, however, that it is inevitable that over time, the nature of individual jobs will change, existing duties may no longer be required, and other duties may be gained without changing the general nature of the duties or the level of responsibility entailed. Consequently, Principal I Ltd will expect to revise this Job Description from time to time and will consult with the post holder at the appropriate time.

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