IT Service Analyst — Helpdesk, Onboarding & IT Support

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 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.