Senior IT Support Analyst

Salary: £32,000 - 32,000 per year

Requirements

• Previous experience in a 2nd line IT support or similar service desk role
• Strong understanding of Windows 10/11, hardware, and common business applications
• Experience with Active Directory and Entra ID (user accounts and permissions)
• Familiarity with remote support tools and IT ticketing systems
• Ability to diagnose and resolve technically complex issues
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
• Awareness of cybersecurity best practices
• Strong problem-solving skills with a customer-focused mindset
• Excellent communication skills, able to explain technical issues clearly
• Well-organised with the ability to prioritise work in a fast-paced environment
• Confident documenting issues and resolutions clearly
• IT certifications such as CompTIA A+, Microsoft certifications, or ITIL Foundation (desirable, but not essential)
• Experience or interest in developing skills with the Azure platform (desirable, but not essential)

Responsibilities

• Providing high-quality 2nd line technical support to Voyage Care staff
• Managing escalated tickets from 1st line, resolving issues wherever possible
• Troubleshooting hardware, software, and infrastructure problems across the business
• Escalating unresolved issues to engineering teams with clear, thorough documentation
• Installing, maintaining, and supporting IT equipment including PCs, laptops, and printers
• Logging and updating all support activity accurately within the ticketing system
• Liaising with 3rd line support, infrastructure teams, and external suppliers
• Identifying and escalating potential IT and cybersecurity risks
• Contributing to service improvement initiatives and process enhancements
• Creating and maintaining knowledge articles for the service desk knowledge base
• Participating in cross-business meetings and supporting ongoing service development

Technologies

• Active Directory
• Azure
• Hardware
• Support
• ITIL
• TCP/IP
• Windows
• Cloud

More

At Voyage Care, were looking for a skilled Senior IT Support Analyst to join our Service Desk team in a hybrid role based in Lichfield. We are committed to supporting our peoples development and encourage growth in technical skills and knowledge, particularly in Azure. Youll be joining a collaborative, supportive team where your expertise makes a real difference in delivering high-quality IT support across our organization.

last updated 17 week of 2026