Box UK – simply brilliant thinkers making software brilliantly simple

At Box UK, we have over 20 years’ experience of designing, developing and
successfully delivering large-scale, user-centred digital platforms for ambitious,
disruptive and innovative organisations across the globe. Our ambition is to
become the number 1 destination for clients and employees, delivering scalable
and dynamic enterprise digital platforms.

Adopting an Agile approach that enables us to adapt quickly and respond
effectively, we take pride in delighting our clients through the consistent delivery
of large-scale enterprise websites and applications and our scalable, resilient and
high-transaction award-winning systems.

To keep growing and keep winning, we’re looking to add more great people to
our team to help us drive our business forward. We are currently looking for a
Second Line Support Analyst to join a group of exceptionally talented
and passionate individuals and contribute towards our continued success.
We have retained an entrepreneurial spirit and start-up mentality, and have
created a fun and inclusive culture, centred around continuous improvement and

We’re a highly collaborative team, continually striving to innovate and
excel in everything we do to consistently deliver an exceptional customer

Our values define us and underpin everything that we do. They are the reason our people give us incredible feedback about the culture we have created, and we are extremely proud of this. It’s our people and culture that truly sets us apart from our competitors, and we look for people who passionately share these values with us:

★ Bring your A game
★ Deliver amazing experiences
★ Everyone is an innovator
★ Have fun and value the team
★ Own it!

In this role you will…

  • Be the first port of call to triage and evaluate alerts / tickets from different
  • Log and escalate tickets with relevant suppliers and manage these through
    to timely and effective diagnosis and resolution (including working with
    suppliers to coordinate and communicate fix schedules)
  • Investigate and troubleshoot issues with client sites / systems
  • Undertake root cause analysis to drive the identification of underlying
    trends and causes, and create proposals to address these
  • Identify opportunities, working with colleagues as appropriate, to make
    systems more stable and supportable (including better reporting) and
    propose where improvements can be made
  • Liaise and work closely with Project Managers to communicate support
    status and produce meaningful data and insights to support project
    decision making
  • Lead projects to improve existing systems and develop new systems, to
    support both your role and the wider company
  • Take responsibility for managing out-of-hours support rotas, and their
    associated systems and processes
  • Contribute to the wider IT strategy, including highlighting areas of risk
  • Consistently demonstrate knowledge of and adherence to our internal
    QMS / ISMS procedures and industry best practice
  • Participate in knowledge-sharing and mentoring within the team
  • Produce good documentation regarding new and current systems
  • Research, advise on and support IT solutions both internally and externally
  • Contribute to continuous improvement initiatives within Box UK


And your attributes should match with the following…

Interpersonal/communication skills
Excellent communication and active listening skills with the ability to express yourself clearly and articulately, both orally and in writing. Able to build strong and effective, collaborative professional relationships and credibility at all levels, and motivate and inspire others to achieve results.
Team player
Promotes collaboration within the team to collectively achieve goals and required outputs. Supports colleagues’ ideas and suggestions, challenging and expressing disagreement constructively and respectfully. Inspires and encourages others to deliver high quality outputs.
Motivated and comfortable working autonomously.
Problem solver
Relish in tackling complex issues and offering creative solutions
Results orientated
Able to demonstrate a clear focus on the desired results of own and departmental outputs. Effective in directing efforts and resources towards delivering departmental and individual goals and objectives.
Open to different and new ways of doing things, developing and supporting the introduction of new and improved methods, processes, technologies and ways of working
Able to prioritise workload and tasks effectively for both you and other members of your team.
Willing and able to respond to changing circumstances and expectations readily
Tenacious and resilient
Driven to complete projects to a high standard whilst meeting required deadlines. Pushes themselves and their colleagues to deliver required outputs. Responds to setbacks with renewed and increased efforts; is persistent and remains positive in the face of challenge.
Attention to detail
Thorough in accomplishing a task through concern for all the areas involved, no matter how small.


And you will also need…


  • Minimum 1-3 years experience as a service desk and/or operations analyst
  • Knowledge of the ITIL Service Desk framework
  • Monitoring of all systems through emails, monitoring tools and alerts
  • Management of incidents and requests with attention to detail
  • Positivity, enthusiasm and have a desire to learn and grow
  • Proven Customer service skills
  • Excellent communication skills, written and spoken
  • Ability to take ownership of and progress incidents to resolution
  • Strong team player, able to work in a and create a supportive environment
    for other team members


  • An understanding of ITIL Service Desk framework Incident, Problem and
    Change Management
  • Basic Linux systems administration knowledge or exposure
  • Cloud Infrastructure exposure, preferably AWS

And in return…

You will enjoy a competitive salary and a comprehensive benefits package.
We recognise that our success comes from the talent, passion and dedication of
our team. Working collaboratively, we share the challenges and rewards that
come from growing our company, reinforcing our culture of ownership. We
understand the importance of personal growth and professional development
and invest in the skills of our people to nurture their talent. Our working
environment is fast paced, exciting and fun to work in.

We are an inclusive employer that welcomes diversity, challenges discrimination
and promotes equality. We welcome and encourage applications from people of
all backgrounds and do not discriminate on the basis of any protected


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