IT Support Analyst (1st & 2nd Line Support)

IT Support Analyst (1st & 2nd Line Support)

Salary: 24,600

Location: Birmingham - Hybrid (with some remote working)

Permanent, Full Time 35 hours per week

Closing date Wednesday 1st April 2026

We re passionate about making a positive difference. We re looking for an IT Support Analyst to join our IT team. In this role you will provide 1st and 2nd line technical support across our IT and telephony systems, helping colleagues resolve issues efficiently and ensuring our technology runs smoothly. This position is ideal for someone with existing IT support experience or a recent IT-related qualification who is eager to develop their skills further.

What will you be doing as an IT Support Analyst?

In this varied role and hands-on, you will support a wide range of IT operations, including:

Responding to IT queries from colleagues and providing helpful, timely support

Troubleshooting issues across software, hardware, networks, and business system

Supporting our Webchat and Telephony systems

Managing user accounts, passwords, permissions and access rights

Producing and maintaining documentation and help guides for users

Help deliver IT projects and carry out daily system checks to ensure optimal performance

Experience you will need

Experience working in an IT support role or a recent IT-related degree

Knowledge of Microsoft technology stack, Windows 10 or above, Active Directory, The Microsoft 365 platform including Exchange Online, Teams and Intune

Telephony Systems

Strong customer service skills and the ability to communicate clearly with users

Good problem-solving skills, attention to detail and the ability to prioritise tasks under pressure

Experience in the following areas would be helpful, but not essential

Zero Trust Network solutions

Network Troubleshooting

If you re someone who is self motivated, enthusiastic, proactive, keen to learn and adaptable to new technologies along with being a strong team player who can build positive relationships then we d love to hear from you!

What We Offer

We believe in taking care of our people, and we offer a great range of benefits, including:

29 days annual leave plus bank holidays

A contributory pension scheme

Remote working arrangement with some office attendance

Generous Life Insurance

Wellbeing days to support your mental health

A healthcare cashback scheme

Access to an Employee Assistance Programme

Working outside the UK (up to 30 days in a 12-month period)

Free on-site gym

Enhanced maternity pay

If you need any adjustments to help you perform at your best during the recruitment process, please contact us and we ll be happy to discuss them.

Important Information

Interviews will be held on site at our Birmingham office (Fiveways)

We may close this role early if we receive a high number of applications, so please apply as soon as possible.

We will only use the data you supply to us for recruitment purposes, and it will be held for twelve months. For further details, please see our Privacy Notice for Job Applicants on our vacancies page.

Our Commitment to Inclusion

We take diversity seriously and are committed to creating a workplace that reflects the communities we serve. Our values: We put people first, We support each other, We solve problems underpin our vision to be a place where everyone feels welcome, respected, and empowered to bring their authentic selves to work.

We use a blind recruitment system to ensure fairness. Personal details such as name, address, gender, ethnicity, sexual orientation, or educational institution remain hidden until shortlisting is complete. We warmly welcome applications from all backgrounds.