ICT Senior Support Analyst

We’re looking for an experienced ICT Senior Support Analyst to join our ICT team at Ocean Housing.

This is a hands-on technical role for someone who enjoys getting to the root of complex problems, taking ownership of issues through to resolution and helping others deliver an excellent ICT service.

You’ll provide advanced second and third-line support and act as a senior escalation point within the ICT Helpdesk. You’ll also help coordinate day-to-day service delivery, support our analysts and work closely with colleagues and external suppliers to keep our ICT services stable, secure and effective.

Your Role:

Providing advanced second and third-line technical support

Taking ownership of complex incidents from diagnosis through to resolution

Coordinating Helpdesk activity, including ticket prioritisation, allocation and progression against SLAs

Troubleshooting across Microsoft 365, end-user devices, network access, server-based systems and reporting issues

Carrying out root-cause analysis and helping prevent repeat incidents

Supporting physical and virtual server environments, including patching, monitoring, backups and maintenance

Working with third-party ICT suppliers and managing technical escalations

Supporting the transition from on-premises infrastructure to SaaS and cloud services

Monitoring service performance and identifying opportunities to improve efficiency and user experience

Providing day-to-day technical guidance to Support Analysts

Supporting ICT projects and change, from configuration and testing through to deployment and transition into business-as-usual support

Helping maintain effective security, access, licensing and technical documentation

You’ll bring significant experience of delivering second or third-line technical support in a multi-system, multi-site environment, together with working knowledge of:

Microsoft 365 administration and troubleshooting

Windows operating systems

Endpoint management and device configuration

Active Directory / Entra ID

Virtualised server environments

Remote-working technologies and corporate device support.

You’ll also be confident coordinating ticket queues, managing competing priorities and service escalations, working with third-party suppliers and diagnosing complex technical or reporting issues to identify their root causes.

Just as importantly, you’ll be organised, approachable and calm under pressure, with the communication skills to turn complicated technical issues into clear, user-friendly language. You’ll enjoy sharing your knowledge, supporting colleagues and contributing to a positive, proactive and customer-focused team culture.

You’ll need a Level 4 qualification in Computing, IT Infrastructure, Networking, Microsoft technologies, or equivalent professional experience, along with evidence of ongoing ICT-related professional development.

It would be great if you also have:

Microsoft certifications such as Azure Fundamentals, Microsoft 365, Windows Server or Endpoint

ITIL Foundation certification

Network or server vendor accreditation

Experience supporting network infrastructure, including switching, routing and firewalls

Experience with SaaS transitions, infrastructure retirement or server decommissioning

Experience within housing, regulated services or the public sector.

We offer a supportive, flexible, and forward-thinking work environment with fantastic benefits:

27 days holiday + bank holidays

Professional membership fees paid

Company sick pay scheme

Workplace pension with death in service benefit

Home office work payment

Medicash health plan (including dental & optical)

Cycle to work scheme

Rewards & recognition programme

On-site parking

Employee assistance programme

Family-friendly policies

?? Key Dates:

Closing Date: Tuesday 13th of October 2026 at Midnight

Interview Date: Wednesday 21st of October 2026 (Face to face at Stennack House, St Austell)