Support Analyst L2 1st Line Lead

Support Analyst L2 (1st Line Lead)

Reference number: JR255458

Location: Hybrid working - home and our office near London Bridge

Working pattern: Full Time, 37.5 hours per week

Contract Type: Permanent

Number of roles: 1

Grade: IT2

Salary: £35,900 to £37,000 per annum

We are looking for a Support Analyst L2 (1st Line Lead) to join our team.

Role summary

You will help us create success for our learners, candidates, clients, and colleagues by providing a high-quality, innovative, and efficient IT service that delivers technology to support Kaplan's business goals.

A detailed job description can be viewed here. If the link does not work for you, please copy and paste the following URL into your web browser: https://ypz5av57

What you’ll bring to the role

This role is suited to a customer-focused technician who is comfortable managing business needs, working as part of a team, and has a natural flair for coaching and motivating people.

• Proven experience leading or mentoring a service desk team in a high-pressure environment.

• Strong experience working within an ITIL framework (specifically Incident, Request, and Change Management), ideally holding an ITIL certification.

• Deep knowledge of Windows OS, Google Workspace Admin, Office 365, and hardware configuration.

• Experience implementing and monitoring controls for SOX, ISO 27001, and GDPR.

• A proactive interest in emerging AI technologies and how Generative AI can automate repetitive tasks.

• Excellent communication, interpersonal, and problem-solving skills.

What we do

Kaplan Professional is a leading provider of apprenticeships, accountancy / tax / finance & banking courses, and professional assessments. For almost 80 years, we've helped shape the development and careers of finance professionals.

We are part of the Kaplan group, one of the world’s largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.

What we believe in

Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower & support, create opportunity, drive results together.

Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion - of culture, experiences, perspectives - are paramount to creating success and opportunity in an ever-changing world. As an educator, partner and employer, Kaplan is committed to promoting an equitable world in which diverse talent can develop, advance and thrive.

To view our candidate privacy notice click here.

Our Values

We live, breathe and celebrate our values - they drive what we believe in, how we behave and guide us in creating a culture of success.

• Act with integrity

• Empower and support

• Create opportunity

• Grow knowledge

• Drive results together

What we offer

As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

• 28 days annual leave + option to purchase more

• Season ticket loan and cycle to work scheme

• Big discounts on Kaplan courses for you and your family

• Private medical, income protection, and life insurance

• 24/7 confidential helpline providing counselling and other support services

• Company pension contributions

• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

How to apply

To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Friday 29th May 2026 Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.

Application Support

If you require support completing your application or wish to talk to someone about the role before applying please email the Recruitment Team .

Disability Confident Scheme

As a Disability Confident employer, we are committed to interviewing applicants with disabilities who meet the minimum criteria for the role as per the job description and any screening or testing stages.  Details of how to request your application be considered under the Disability Confident scheme will be shared with all applicants upon submission of an application.

Furthermore, all applicants invited to attend interview will be given information on how to request reasonable adjustments to attend.