ICT Support Analyst

Salary: £31,982 - 32,782 per year

Requirements

• We are looking for an experienced IT support professional with hands-on first-line support experience for Microsoft 365 applications and Windows 11 environments.
• We require experience supporting Microsoft Intune and endpoint management solutions.
• We require previous experience using service desk or ticketing systems.
• We require experience working with external ICT suppliers or managed service providers.
• We need someone who can prioritise workloads, manage expectations, and meet deadlines.
• We are looking for an understanding of service delivery frameworks and support processes.
• Strong troubleshooting and incident management skills are essential.
• We require knowledge of data protection, information security, and privacy principles.
• Experience supporting process improvement and service enhancement initiatives is desirable.
• A basic DBS check is required.
• This role does not offer visa sponsorship eligibility.

Responsibilities

• We provide first-line ICT support to colleagues across our organisation.
• We deliver both in-person support from our Birmingham office and remote support to colleagues across England and Wales.
• We work closely with internal stakeholders and external ICT suppliers to resolve technical issues and ensure a seamless user experience.
• We monitor service performance and help maintain effective ICT services across our organisation.
• We support asset management activities.
• We contribute to ongoing service improvements and process enhancement initiatives.
• We respond to incidents, troubleshoot issues, and manage support tickets effectively.
• We help our teams get the most from our technology and modern Microsoft-based systems.
• We collaborate within a small, friendly ICT team to support our wider services.

Technologies

• ICT
• Support
• Microsoft 365
• Microsoft Intune
• Security
• Windows
• Office 365

More

We are Nacro, a fair and inclusive organisation with a strong social purpose. We believe everyone deserves a good education, a safe and secure place to live, the right to be heard, and the chance to start again. Our housing, education, justice, and health and wellbeing services support people across England and Wales, and we campaign for lasting change. This is a full-time, permanent ICT Support Analyst role based in Birmingham with hybrid working, offering a starting salary of £31,982 per annum with progression to £32,782 within the first year, subject to clear criteria and performance standards. We value innovation, collaboration, diversity, and continuous improvement, and we offer the opportunity to develop your skills while contributing to meaningful work that makes a real difference to peoples lives.

last updated 23 week of 2026