Job Description

Posted 2 hours ago

Senior IT Support Analyst
Location: Hybrid – Group Support, Lichfield
Hours: 37.5 hours per week
Reporting to: Service Desk Manager

About the role
We’re looking for a skilled Senior IT Support Analyst to join our Service Desk team at Voyage Care. This role plays a key part in delivering high‑quality IT support to colleagues across the organisation, resolving more complex technical issues and ensuring an excellent customer experience.
You’ll act as an escalation point for the 1st Line Support team, using your technical expertise to troubleshoot and resolve a wide range of hardware, software, and infrastructure issues. Where problems require deeper investigation, you’ll work closely with engineering teams and external suppliers to ensure tickets are progressed efficiently with clear, detailed documentation.
This is a hybrid role, with attendance at our Lichfield office typically 2–3 days per week.

What you’ll be doing

Providing high‑quality 2nd line technical support to Voyage Care staff
Managing escalated tickets from 1st line, resolving issues wherever possible
Troubleshooting hardware, software, and infrastructure problems across the business
Escalating unresolved issues to engineering teams with clear, thorough documentation
Installing, maintaining, and supporting IT equipment including PCs, laptops, and printers
Logging and updating all support activity accurately within the ticketing system
Liaising with 3rd line support, infrastructure teams, and external suppliers
Identifying and escalating potential IT and cybersecurity risks
Contributing to service improvement initiatives and process enhancements
Creating and maintaining knowledge articles for the service desk knowledge base
Participating in cross‑business meetings and supporting ongoing service development

What we’re looking for
Essential experience and knowledge:

Previous experience in a 2nd line IT support or similar service desk role
Strong understanding of Windows 10/11, hardware, and common business applications
Experience with Active Directory and Entra ID (user accounts and permissions)
Familiarity with remote support tools and IT ticketing systems
Ability to diagnose and resolve technically complex issues
Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
Awareness of cybersecurity best practicesSkills and attributes:

Strong problem‑solving skills with a customer‑focused mindset
Excellent communication skills, able to explain technical issues clearly
Well‑organised with the ability to prioritise work in a fast‑paced environment
Confident documenting issues and resolutions clearlyDesirable (but not essential):

IT certifications such as CompTIA A+, Microsoft certifications, or ITIL Foundation
Experience or interest in developing skills with the Azure platform

Why join Voyage Care?
At Voyage Care, we’re committed to supporting our people’s development. You’ll be encouraged to grow your technical skills, expand your knowledge of Azure, and gain a deeper understanding of how IT supports our wider organisation. You’ll be joining a collaborative, supportive team where your expertise makes a real difference