Salary: £32,000 - 32,000 per year Requirements: 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 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 IT certifications such as CompTIA A, Microsoft certifications, or ITIL Foundation (desirable, but not essential) Experience or interest in developing skills with the Azure platform (desirable, but not essential) Responsibilities: 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 Technologies: Active Directory Azure Hardware Support ITIL TCP/IP Windows Cloud More: At Voyage Care, were looking for a skilled Senior IT Support Analyst to join our Service Desk team in a hybrid role based in Lichfield. We are committed to supporting our peoples development and encourage growth in technical skills and knowledge, particularly in Azure. Youll be joining a collaborative, supportive team where your expertise makes a real difference in delivering high-quality IT support across our organization. last updated 18 week of 2026