IT Support Analyst

General Information

• Organisation: Advance (Specialist Supported Housing Association)

• Role: IT Support Analyst

• Location: Leicester (Meridian Business Park)

• Working Pattern: Hybrid (2–3 days in the office, remainder from home)

• Salary: £21,736.50 – £24,464.67 per annum

Hours & Commitment

• Contract: Permanent

• Travel: A current driver’s licence and access to a vehicle are essential for occasional site visits (mileage is reimbursed at 45p/mile).

• Sponsorship: Advance cannot accept sponsorship requirements; you must have the right to work in the UK.

Key Responsibilities

• First Line Support: Serving as the primary point of contact for internal staff regarding hardware, software, and network issues.

• Incident Management: Logging all requests into a ticketing system and resolving them within agreed Service Level Agreements (SLAs).

• Remote & Onsite Support: Delivering desktop support remotely across England, with occasional travel to other Advance locations.

• Documentation: Producing high-quality training materials and technical documentation for end-users.

• Escalation: Assessing the complexity of issues and passing them to second-line support when necessary.

Technical Skills & Qualifications

Essential Knowledge

• Microsoft Ecosystem: Administration of Microsoft 365, SharePoint, OneDrive, and Windows 11.

• Server & Identity: Windows Server (2016–2022) and Azure Active Directory (Entra ID).

• Device Management: Using Intune for mobile and desktop device administration.

Qualifications

• General: Grade 4/C or above in GCSE Maths and English.

• Technical: A technical qualification such as CompTIA A+ or similar is highly preferred.

• Experience: Previous experience in a customer service environment with excellent communication skills.

Perks & Benefits

• Leave: 25–30 days annual leave plus bank holidays.

• Financial: “Golden Hello” referral bonus (up to £500) and long service awards.

• Health & Welfare: Access to an Employee Assistance Programme and “Perks at Work” discounts.

• Development: Sector-specific induction and clear opportunities to progress into higher-level IT roles.

• Security: A free Enhanced DBS check provided by the employer.

About the Organisation

Advance is a not-for-profit provider dedicated to helping people with learning disabilities and mental health conditions live independently. They are a Disability Confident Leader and place a heavy emphasis on their PRIDE values and safeguarding culture.

Quick Tip: This role is ideal for someone looking to move from a general customer service role into a formal IT career path. When applying, highlight any experience you have with “ticketing systems” or specific instances where you solved a technical problem using your own initiative.