Location: Alcester 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.