IT Support Analyst

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., * 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

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 practices

Skills 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 clearly

Desirable (but not essential):

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