Technical Support Analyst

📍 Location: Onsite – Wolverhampton

💼 Salary: £30,000 – £37,000 + Benefits

🕒 Contract: Full-time | Permanent

🚗 Driving licence required

Are you passionate about delivering exceptional technical support and making a real difference to people’s working lives? We're looking for an experienced Technical Support Analyst to join a friendly, customer-focused ICT team. This is more than just a helpdesk role - you'll be a trusted advisor, a problem solver, and a key player in driving technical excellence across the organisation.

About the Role

As the Technical Support Analyst, you’ll be the first point of contact for all IT-related issues. Working onsite at the Head Office, you’ll support colleagues by resolving a wide range of technical problems — from diagnosing hardware and software issues to tackling complex IT challenges using your in-depth knowledge and analytical mindset.

You’ll also collaborate closely with wider IT teams, including Infrastructure, Business Applications, and Data, helping to improve ways of working and ensuring every colleague receives a consistently high level of support.

What You’ll Do

• Provide 1st and 2nd line support via phone, email and remote access
• Troubleshoot and resolve issues across the IT estate (Windows, macOS, Android, Intune, Azure, D365)
• Deliver a high-quality, empathetic service to colleagues – every time
• Log and manage incidents using ITIL-aligned practices
• Contribute to documentation and the knowledge base
• Mentor new or junior team members
• Support out-of-hours when required as part of a rota

What We’re Looking For

• 3+ years in a 1st or 2nd line support role
• Strong experience in Microsoft Intune, Azure, Windows, macOS, Android, and D365
• A+ / MCP qualification (ITIL Foundation desirable)
• Proficient in diagnosing and resolving complex issues
• A logical, methodical approach to troubleshooting
• Friendly, people-focused, and able to explain technical concepts to non-technical users
• A full UK driving licence and willingness to travel to other sites if required

What You’ll Get

• 25 days holiday + bank holidays
• Excellent pension and benefits
• A passionate and empowering culture that genuinely lives by its values

Join a business that makes a difference — not just to the people it serves, but to your own career and development.