IT Support Analyst

Advance Housing and Support; Leicester; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

A national not-for-profit housing organization in Leicester seeks an IT Support Analyst to join their Service Desk team. This role offers a hybrid working model with 2-3 days in the office and the remainder from home. Responsibilities include providing desktop support, logging service tickets, and ensuring excellent customer service. Candidates should have a background in IT support, knowledge of Microsoft 365, and strong communication skills. A driver's license and a commitment to teamwork are essential. Salary ranges from £21,736.50 to £24,464.67 per annum.

Benefits

Paid holiday (25-30 days plus bank holidays)

Sector-specific training

Discounts via Perks at Work

Long service awards

Cycle to work scheme

Access to Employee Assistance Programme

Free DBS

Pension scheme with matched contributions

Qualifications

• Current driver's license with access to a vehicle.
• Experience in a customer service environment.
• Excellent oral and written communication skills.

Responsibilities

• Serve as the first point of contact for end users.
• Provide technical support for hardware, software, and network issues.
• Log all calls and emails into the ticket system accurately.
• Respond and resolve tickets within Service Level Agreements (SLA).
• Deliver desktop support remotely with occasional on-site visits.

Skills

Microsoft 365 Administration

Windows 11

Windows Server 2016 2022

Azure Active Directory

SharePoint Administration

OneDrive Administration

Intune Device Administration

Customer Service

Communication Skills

Education

IT technical qualification (CompTIA A+ or similar)

Grade 4 or above in Maths and English GCSE

Job description

Overview

Position: IT Support Analyst

Location: Leicester office (Meridian Business Park) with flexible/hybrid home working available

Hours

Salary: £21,736.50 - £24,464.67 Per Annum

Job Ref

We regret to inform you that Advance is unable to accept any sponsorship requirements.

About The Role

Would you like to work somewhere where you get to make a real difference every day?

We have an exciting opportunity for an IT Analyst at Advance. Advance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.

The Role

We have an exciting opportunity for an IT Support Analyst to join our existing Service Desk team at Advance. The role is a great opportunity for somebody who would like to progress their career in IT. The successful candidate will provide desktop support to internal end users remotely across England with occasional site visits. The candidate is expected to learn quickly, use initiative and a willingness to work hard.

A current driver’s licence with access to a vehicle is essential for this job role - 45p per mile for the first 10,000 miles each year; and then 25p per mile after.

Key Duties

• First point of contact for end users contacting the Service Desk
• Customer focused first line support for hardware, software and network issues
• Accurately logging all calls and emails into the ticket system
• Respond and resolve tickets within Service Level Agreements (SLA)
• Deliver desktop support remotely with occasional visits to other Advance locations for onsite assistance
• Provide high levels of customer service with clear communication
• Take ownership of end user problems with the ability to problem solve effectively and use initiative
• Assess complexity of incident and service request tickets and escalate to second line support as appropriate
• Liaise with third party suppliers for the provision of services
• Able to produce documentation and training to end users to a high standard
• Be a team player that works well with others and can build rapports with end users

Technical Skills, Knowledge And Experience Of The Ideal Candidate

• Administration of Microsoft 365
• Windows 11
• Windows Server 2016 2022 administration
• Azure Active Directory/Active Directory
• SharePoint and OneDrive administration
• Intune device administration
• Grade 4 or above Maths and English GCSE
• IT technical qualification (CompTIA A+ or similar)
• Worked in a customer service environment
• Excellent oral and written communication skills

We offer a flexible hybrid working approach, with 2-3 days at our Leicester office and the remainder of the week working from home.

Please read the attached job description and person specification for further information.

About The Organisation

Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard.

We recognise that our people are our greatest asset and we’re passionate about making Advance a great place to work. We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations.

We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds.

All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff.

Benefits Of Working For Advance

We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits:

• Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours)
• Sector specific training is provided as part of induction plus opportunities for professional development
• Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more
• Long service awards payable in 5 year increments
• Golden Hello/refer a friend receive up to £500
• Cycle to work scheme
• Access to our Employee Assistance Programme
• Free DBS (Disclosures and Barring Service)
• Excellent opportunities to progress your career within Advance
• Enrolment in a pension scheme with matched contributions above the statutory minimum

Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support. You will be required to provide evidence of right to work. An enhanced DBS disclosure will be required for this role, the cost of which will be covered by Advance.

Safeguarding

At Advance, safeguarding is embedded in our organisational culture; it’s reflected in our values, our behaviours, and the way we work together. We believe that creating a safe environment is not just about compliance, but about cultivating trust, openness, and accountability at every level.

As the organisation’s Safeguarding Lead, Ryan Brummitt, Executive Director of Support, oversees our safeguarding arrangements and ensures that concerns are acted upon quickly, sensitively and in line with national legislation and local safeguarding procedures.

We believe that safeguarding is everyone’s responsibility. If you have any concerns about the welfare or safety of someone we support or of any member of our team please don’t hesitate to get in touch.

Together, we can ensure that Advance remains a safe, supportive and inclusive organisation for all.

We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader.

Advance Housing & Support Ltd reserves the right to close this job once sufficient applications have been received.

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