Job Description
Job Description
The Senior 2nd Line Service Desk Analyst plays a key role in delivering high-quality technical support while acting as a trusted point of contact between the Service Desk and the wider business. This role combines strong technical capability with leadership behaviours, supporting the Service Desk Team Leader in the effective management of workload, priorities, and team capability.
The post holder will act as a senior escalation point, build strong working relationships with stakeholders across the organisation, and contribute to continuous improvement in service delivery.
Key Responsibilities
Technical & Operational Support
- Provide advanced 2nd line support for incidents and service requests, ensuring timely resolution and stakeholder engagement.
- Act as an escalation point for complex or high-impact issues from the 1st line and peers.
- Perform in-depth troubleshooting across end-user devices, applications, identity/access, and core business systems.
- Ensure incidents and requests are logged, updated, and resolved to a high standard, with clear communication throughout.
- Identify recurring issues and contribute to root cause analysis and permanent fixes.
Business Relationship & Stakeholder Engagement
- Build and maintain strong relationships with key business stakeholders, acting as a reliable and professional point of contact.
- Proactively engage with the wider business to understand service impact, priorities, and upcoming changes.
- Translate technical issues into clear, business‑focused updates and recommendations.
- Support a positive perception of IT by demonstrating ownership, accountability, and customer‑centric behaviour.
- Represent the Service Desk in cross‑team discussions, initiatives, or service reviews where required.
Ensure that all duties are carried out with the aim of protecting customers and improving customer experience.
Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.
Supporting the Team Leader & Resource Management
- Assist the Service Desk Team Leader with day‑to‑day resource coordination, including:
- Monitoring workloads and ticket queues
- Helping to prioritise work during peak demand or major incidents
- Supporting fair and effective task allocation
- Act as a point of guidance and support for other analysts, sharing knowledge and best practices.
- Provide informal mentoring and coaching to help develop technical and professional capability within the Service Desk.
- Step in to support leadership activities in the Team Leader’s absence, where appropriate.
- Contribute insights on capacity, skills gaps, and service risks to help inform planning and decision‑making.
Continuous Improvement & Service Quality
- Identify opportunities to improve processes, documentation, and ways of working.
- Support the creation and maintenance of knowledge articles and support documentation.
- Encourage consistent standards, good ticket hygiene, and adherence to ITSM processes.
Contribute to service improvement initiatives and projects as required.
Skills & Experience
Essential
- Proven experience in a 2nd Line Service Desk or similar technical support role.
- Strong troubleshooting skills across Windows environments, end‑user hardware, and business applications.
- Experience working within ITIL‑aligned service management environments.
- Demonstrable ability to communicate effectively with both technical teams and non‑technical stakeholders.
- Strong organisational skills with the ability to manage competing priorities.
- A collaborative, proactive approach with clear leadership behaviours.
Desirable
- Experience acting as a senior or lead analyst within a Service Desk.
- Exposure to stakeholder management or service review meetings.
- Experience supporting or coordinating team workload or resources.
- Relevant technical or ITSM certifications (e.g. ITIL, Microsoft, CompTIA).
Personal Attributes
- Customer‑focused with a strong sense of ownership and accountability.
- Calm and professional under pressure.
- Approachable and supportive, with the confidence to challenge constructively.
- Adaptable and committed to continuous improvement.
About us
AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.
Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.
Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK’s ‘Best 100 Companies to Work For’ for six consecutive years and in 2025 named a Great Place to Work®.
At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.
Our perks and benefits
- Competitive starting salary
- Starting holiday entitlement of 25 days, increasing up to 31 days with length of service and a holiday buy and sell scheme
- A choice of pension schemes with matched contributions up to 6%
- Discretionary bonus scheme
- Annual free share awards scheme
- Buy As You Earn (BAYE) Scheme
- Health Cash Plan – provided by SimplyHealth
- Private healthcare scheme and dental plan
- Free gym membership
- Employee Assistance Programme
- Bike loan scheme
- Sick pay+ pledge
- Enhanced maternity, paternity, and shared parental leave
- Loans for travel season tickets
- Death in service scheme
- Paid time off for volunteer work
- Charitable giving opportunities through salary sacrifice
- Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
- Ongoing technical training
- Professional qualification support
- Talent development programmes
- Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
- Monthly leadership breakfasts and lunches
Hybrid working
At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That’s why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.
AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.
