ICT Customer Support Analyst

We're looking for a customer-focused ICT Customer Support Analyst to join our ICT team. As the first point of contact for ICT support, you'll help colleagues resolve technical issues, provide excellent customer service, and ensure a smooth user experience across our systems and devices.

What you'll do

• Provide first-line ICT support via phone, email and in person.
• Troubleshoot and resolve Microsoft 365 and end-user device issues.
• Manage user accounts and access within Active Directory and Microsoft 365.
• Maintain ICT assets, licences and mobile services.
• Deliver ICT inductions and user training.
• Work with colleagues and suppliers to resolve more complex issues.

What we're looking for

• Experience working within an ICT Helpdesk or Service Desk environment.
• Experience supporting customers via phone, email or face-to-face.
• Good knowledge of Microsoft 365.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills and a flexible approach.
• Full UK driving licence and ability to travel.

Desirable

• Windows OS support experience.
• Basic networking knowledge.
• MCP, CompTIA A+ or Network+ certifications.

Join us and play a key role in delivering a responsive, high-quality ICT service while developing your technical skills in a supportive team environment.

We offer:

• A performance based annual bonus + pension contributions matched up to 6%
• 28 days holiday + bank holidays and the option to buy/sell holiday
• Training & Development and opportunities for continuing professional development
• A great team of colleagues to work with
• Regular social and charitable events and a range of wellbeing activities
• Enhanced family leave policies
• A really competitive package of flexible employee benefits including a cycle to work scheme
• Free parking and disabled parking
• Access to two holiday homes in Norfolk and Dorset

At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Instructions for potential applicants: Please note we're using an anonymised recruitment process for this role. This means the shortlisting panel will only see personal details if you're shortlisted for interview. Therefore, shortlisting will be done based on your application and CV. Please complete all sections fully and refer to the role profile when telling us about your skills and experience.