IT Service and Support Analyst

As part of a friendly and collaborative team, you will play a key role in ensuring the availability, security and performance of business-critical systems that support Trinity House’s vital mission of safeguarding mariners around the coast of England, Wales, the Channel Islands and Gibraltar. What You’ll Be Doing As an IT Service and Support Analyst, you will provide first and second-line technical support to colleagues across the organisation, helping to maintain and improve the IT services that enable our operations. Key responsibilities include:

• Providing technical support for a wide range of hardware, software and network-related issues.
• Diagnosing and resolving Service Desk requests in line with agreed service levels.
• Supporting business-critical systems and ensuring high levels of service availability.
• Assisting with the administration of Windows desktop and server environments, Microsoft technologies and networking infrastructure.
• Supporting cyber security initiatives and promoting good security practices across the organisation.
• Maintaining accurate technical documentation and configuration records.
• Participating in IT projects, disaster recovery testing and business continuity activities.
• Contributing to out-of-hours support arrangements following appropriate training.

We’re interested in hearing from candidates who combine strong technical knowledge with excellent customer service skills. You will ideally have:

• Experience providing first-line or second-line IT support within a service-focused environment.
• Strong troubleshooting, analytical and problem-solving abilities.
• Knowledge of Microsoft technologies, including Windows Desktop and Server operating systems, Microsoft Office and Exchange.
• Experience of Active Directory and an understanding of networking concepts such as LANs, IP addressing, DNS and wireless networking.
• An understanding of service level agreements and the importance of delivering high-quality support services.
• Awareness of cyber security principles, threats and basic countermeasures.
• The ability to communicate effectively with both technical and non-technical users.
• A proactive approach, with the ability to work independently and as part of a team.

Qualifications:

• Five Level 2 qualifications (eg GCSE’s), including English and Mathematics.
• A relevant IT qualification such as CompTIA A+, NVQ Level 3, BTEC National Certificate or equivalent.

At Trinity House, you’ll have the opportunity to build your career in a unique organisation that combines heritage, innovation and public service. In return, we offer:

• A varied and rewarding role supporting a wide range of technologies and systems.
• Ongoing training and professional development opportunities.
• The chance to work alongside experienced IT professionals in a supportive team environment.
• Exposure to a broad range of infrastructure, networking, cyber security and project work.
• A competitive benefits package, including generous annual leave and pension arrangements.
• The satisfaction of contributing to an organisation with a vital role in maritime safety.

Trinity House is the General Lighthouse Authority for England, Wales, the Channel Islands and Gibraltar, providing and maintaining reliable, efficient and cost-effective aids to navigation that safeguard all mariners. From lighthouses and lightvessels to buoys and modern electronic systems, we deliver essential maritime services that support safe passage through some of the world’s busiest waters. For more than 500 years, Trinity House has protected lives at sea by providing vital navigation support around the coastline we serve. United by a shared purpose, our people combine expertise, innovation and teamwork to ensure our services remain safe, resilient and responsive to the needs of the maritime sector. Guided by our WAVE values - work together, achieve excellence, value each other and evolve with ambition - we are committed to supporting our people, fostering an inclusive workplace and making a lasting difference to the maritime community. Incorporated by Royal Charter in 1514, Trinity House continues to uphold its enduring commitment to maritime safety while evolving to meet the challenges of a modern, dynamic industry. Following a recent internal promotion, Trinity House is seeking an IT Service and Support Analyst on a two-year fixed-term contract to join our IT team in Harwich. This is an excellent opportunity for someone with experience in IT support who is looking to broaden their technical expertise across a diverse range of systems, technologies and infrastructure.