IT Service Analyst

Eastlight Community Homes; Braintree; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Group stakeholder pension (up to 15%)

30 days annual leave + bank holidays

Annual wellbeing grant (£200)

Family leave: 12 weeks full pay / 6 if

Formal qualifications and paid pro­f‑e

Job summary

Eastlight Community Homes is seeking two IT Service Analysts to join our Technology team on a full-time, permanent basis. The role will act as the first point of contact for ICT incidents and requests, managing tickets and coordinating with multiple teams to ensure resolution within SLAs.

You will also own starters/leavers processes, hardware provisioning, and inductions, while creating user guidance and self-service resources to help colleagues use technology effectively.

Qualifications

• Experience in ICT Service Desk or business applications support.
• Strong knowledge of Microsoft 365, Windows 11, and Windows Server.
• Experience supporting Exchange Online, Active Directory, and Citrix environments.
• Experience configuring and supporting mobile devices (iOS, Android, Windows).

Responsibilities

• Serve as the first point of contact for ICT incidents and requests via the helpdesk, logging and prioritising tickets and coordinating with third-party providers and internal teams.
• Take ownership of starters and leavers processes, hardware provisioning, returns and ICT inductions.
• Create user guidance materials and self-service knowledge resources.
• Help colleagues across the business make effective use of technology and business systems.

Skills

IT Service Desk

Microsoft 365

Windows 11

Windows Server

Active Directory

Exchange Online

Citrix

Mobile device support

Customer service

Tools

Citrix environments

Job description

Eastlight’s current agency PSL is at capacity, so we will not be able to consider candidate applications introduced by agencies outside of our selected suppliers.

Who We Are

Eastlight Community Homes is proud to be the largest community gateway social housing provider in the country. Together with our residents and communities, we create safe, affordable homes and neighbourhoods that people are proud to live in.

The Role

Eastlight is seeking two talented IT professionals to join our Technology team as IT Service Analysts on a full-time, permanent basis!

In this role, you will:

Serve as the first point of contact for managing all ICT incidents and requests logged through the helpdesk while working with third-party providers, Infrastructure, and Business Systems teams to ensure issues are resolved within agreed service levels. You will log, prioritise, and update support tickets, communicate service impacts, and support the delivery and maintenance of ICT hardware, software, mobile devices, and user accounts.

You will also take ownership of the starters and leavers process, including hardware provisioning, returns, and ICT inductions. In addition, you will create user guidance materials, develop self-service knowledge resources, and help colleagues across the business make effective use of technology and business systems.

To succeed in this role, you will need:

Experience working within an ICT Service Desk or business applications support environment, with strong knowledge of Microsoft 365, Windows 11, and Windows Server operating systems. You will be confident supporting Microsoft Exchange Online, Active Directory, Citrix environments, and carrying out technical troubleshooting and fault diagnosis.

You will also have experience configuring and supporting a range of mobile devices, including iOS, Android, and Windows platforms, alongside strong communication skills and a customer-focused approach to service delivery.

Benefits and Compensation

To demonstrate our commitment to you, we have developed a sector leading total rewards package:

• £35,055 per annum
• Group stakeholder pension plan (Eastlight will double, up to 5% of the employee’s contribution - Employee 5% + Eastlight 10% = Total 15%)
• 30 days annual leave plus bank holidays
• Annual wellbeing grant of £200 per annum – Subject to eligibility
• Trailblazing family leave (Maternity, Paternity and Adoption – 12 weeks full pay/6 weeks half pay) – Subject to eligibility
• Formal qualifications and paid professional membership

Next Steps

At Eastlight we support, develop, and invest in our people, together creating a culture where people love to work. There has never been a better time to join us!

Eastlight Community Homes is a disability confident leader and equal opportunities employer. We are committed to promoting an inclusive and diverse culture, which is why we encourage applications from everyone. If you require any support with the application process, please contact [e-mail]

Eastlight Community Homes are unable to provide Visa Sponsorship.

Closing Date: 6 September 2026 at 23:59

Interview Date: Interviews are expected to be held the week commencing 14 September 2026, in person at the Eastlight Braintree Hub.

We reserve the right to close or withdraw this vacancy earlier than advertised should we receive a sufficient number of applications.