Senior Second Line Support Engineer

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.

• 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.

• 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.

• 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.
• 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.

• 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.
• 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).

• 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.

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,…