IT Support Analyst

At Helping Hands Homecare, we’re dedicated to helping people live independently in their own homes. With over 150 branches across England and Wales, our Tech Team plays a vital role in ensuring seamless IT operations that keep our services running smoothly.

We’re looking for a proactive and customer-focused IT Support Analyst to join our IT Service Delivery team. This is a great opportunity for someone with 1st & 2nd line support experience who thrives in a fast-paced environment and enjoys working with a variety of technologies.

What You’ll Do:

• Provide 1st & 2nd line technical support across all branches and teams
• Troubleshoot and resolve IT issues via email, chat, phone, and ticketing system
• Support Windows, Apple Mac, Office 365, mobile devices (iOS & Android)
• Assist with hardware setup, office moves, and network troubleshooting
• Work closely with third-party suppliers and escalate issues when required
• Maintain accurate IT asset management records
• Ensure excellent customer service with a friendly, solution-focused approach
• Engage with ITIL processes including Incident Management and Request Fulfilment
• Stay up to date with IT security best practices and emerging technologies

What We’re Looking For:

• Technical expertise in Windows Server, Active Directory, Microsoft 365, and networking fundamentals
• Experience in IT support (minimum 2 years in 1st/2nd line support roles)
• Excellent communication & interpersonal skills – a great listener and problem-solver
• Experience with ITIL frameworks and ticketing systems
• Mobile device management (MDM) knowledge for Android & iOS
• Ability to multitask and handle priorities in a dynamic environment
• Strong customer service skills – you’ll be the friendly face of IT support!

What’s in It for You?

• Career growth opportunities in a leading and fast-growing care provider
• Hybrid working – 10 days in our Alcester HQ per month
• 25 days annual leave plus bank holidays
• Exposure to a variety of IT systems in a complex and evolving business
• Work for a company that makes a real impact on people’s lives

This is a fantastic opportunity to be part of a friendly and collaborative IT team where your work directly supports our mission to deliver high-quality care.