IT Service and Support Analyst

Trinity House; Tendring; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Up to 28.97% employer pension

25–30 days holiday + 3.5 privilege day

Hybrid/flexible working where possible

Employee Assistance Programme

Job summary

Trinity House in Harwich is seeking an IT Service and Support Analyst on a two-year fixed-term contract. You will join a collaborative IT team, delivering first/second-line support while broadening your skills across systems, technologies and infrastructure.

You’ll help ensure availability, security and performance of critical systems that support maritime safety. The role offers exposure to Windows desktop/server environments, AD, networking and cyber security with opportunities for training

Qualifications

• Experience providing first/second-line IT support in a service-focused environment.
• Strong troubleshooting, analytical and problem-solving abilities.
• Knowledge of Windows Desktop/Server, Microsoft Office and Exchange.
• Experience with Active Directory and networking concepts (LAN, DNS, IP).
• Understanding of SLAs and delivering high-quality support services.
• Awareness of cyber security principles, threats and countermeasures.
• Clear communication with both technical and non-technical users.
• Proactive approach, able to work independently and in a team.

Responsibilities

• Provide first and second-line technical support to colleagues across the organisation.
• Maintain and improve IT services to support operations.
• Support hardware, software and network-related issues.
• Administer Windows desktops/servers and Microsoft technologies.
• Support cyber security initiatives and promote best practices.
• Maintain accurate technical documentation and configuration records.
• Participate in IT projects, disaster recovery testing and BCM activities.
• Contribute to out-of-hours support and on-call arrangements.

Skills

First/Second-line IT support

Troubleshooting

Microsoft technologies

Active Directory

Networking concepts

Service level agreements

Cyber security principles

Communication

Education

Five Level 2 qualifications (GCSEs) including English & Maths

IT qualification (CompTIA A+, NVQ3, BTEC NC or equivalent)

Job description

The Vacancy

Following a recent internal promotion, Trinity House is seeking an IT Service and Support Analyst on a two-year fixed-term contract to join our IT team in Harwich. This is an excellent opportunity for someone with experience in IT support who is looking to broaden their technical expertise across a diverse range of systems, technologies and infrastructure.

The Vacancy

Following a recent internal promotion, Trinity House is seeking an IT Service and Support Analyst on a two-year fixed-term contract to join our IT team in Harwich. This is an excellent opportunity for someone with experience in IT support who is looking to broaden their technical expertise across a diverse range of systems, technologies and infrastructure.

As part of a friendly and collaborative team, you will play a key role in ensuring the availability, security and performance of business-critical systems that support Trinity House's vital mission of safeguarding mariners around the coast of England, Wales, the Channel Islands and Gibraltar.

What You'll Be Doing

As an IT Service and Support Analyst, you will provide first and second-line technical support to colleagues across the organisation, helping to maintain and improve the IT services that enable our operations.

Key Responsibilities Include

• Providing technical support for a wide range of hardware, software and network-related issues.
• Diagnosing and resolving Service Desk requests in line with agreed service levels.
• Supporting business-critical systems and ensuring high levels of service availability.
• Assisting with the administration of Windows desktop and server environments, Microsoft technologies and networking infrastructure.
• Supporting cyber security initiatives and promoting good security practices across the organisation.
• Maintaining accurate technical documentation and configuration records.
• Participating in IT projects, disaster recovery testing and business continuity activities.
• Contributing to out-of-hours support arrangements following appropriate training.
  
  

This role offers exposure to a broad technical environment, making it ideal for someone who enjoys learning and developing their skills across multiple IT disciplines.

What We're Looking For

We're interested in hearing from candidates who combine strong technical knowledge with excellent customer service skills.

You Will Ideally Have

• Experience providing first-line or second-line IT support within a service-focused environment.
• Strong troubleshooting, analytical and problem-solving abilities.
• Knowledge of Microsoft technologies, including Windows Desktop and Server operating systems, Microsoft Office and Exchange.
• Experience of Active Directory and an understanding of networking concepts such as LANs, IP addressing, DNS and wireless networking.
• An understanding of service level agreements and the importance of delivering high-quality support services.
• Awareness of cyber security principles, threats and basic countermeasures.
• The ability to communicate effectively with both technical and non-technical users.
• A proactive approach, with the ability to work independently and as part of a team.
  
  

Qualifications

• Five Level 2 qualifications (eg GCSE’s), including English and Mathematics.
• A relevant IT qualification such as CompTIA A+, NVQ Level 3, BTEC National Certificate or equivalent.
  
  

What We Can Offer

At Trinity House, you'll have the opportunity to build your career in a unique organisation that combines heritage, innovation and public service.

In Return, We Offer

• A varied and rewarding role supporting a wide range of technologies and systems.
• Ongoing training and professional development opportunities.
• The chance to work alongside experienced IT professionals in a supportive team environment.
• Exposure to a broad range of infrastructure, networking, cyber security and project work.
• A competitive benefits package, including generous annual leave and pension arrangements.
• The satisfaction of contributing to an organisation with a vital role in maritime safety.
  
  

After appropriate training, you may be required to participate in the out-of-hours support rota, providing limited on-call cover on a rotational basis. Occasional travel to Trinity House locations across the UK may also be required.

Join Us

If you're an enthusiastic IT professional who enjoys solving technical challenges and delivering excellent customer service, we'd love to hear from you. Join Trinity House and play an important role in supporting the technology that enables our mission to keep mariners safe.

Please note interviews will take place on the 25th November 2026 at Harwich.

Benefits

About us

Up to 28.97% employer pension contributions

25 – 30 days holiday + 3.5 privilege days for shore-based colleagues

‘Hybrid’ and flexible working where possible

24/7 Employee Assistance Programme

Further details around employee benefits can be found in this booklet.