Service Desk Analyst (First Line) in Lichfield at Voyage Care

Date Posted: 1/13/2020

Job Snapshot

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Job Description

Job Family: IT

Location: Lichfield, Staffordshire

Pay Rate (£): 21,000 to 23,500 DOE

Vacancy Reference: 022263


Reporting to the IT Infrastructure and Service Manager, you will be providing first line IT technical support and assistance to users both on-site and remote.  

You will not only need good IT skills and knowledge, but also excellent communications skills to resolve issues in person and over the telephone. The ability to display professional empathy and convey confidence to users will be important.  

The role will involve: 

  • Providing appropriate technical support for all IT users and where necessary carrying out training for company employees on equipment, software or systems. 
  • Logging all calls to maintain an accurate database tracking all enquires made to the helpdesk. 
  • Liaising with colleagues to resolve queries. 
  • Assisting colleagues in the maintenance and development of the corporate IT systems. 
  • Building Windows based computers systems and troubleshooting driver and software issues. 
  • Good logical and technical troubleshooting capabilities. 
  • Liaising with 3rd party support services to solve technical issues with software and hardware. 




  • Good general level of Education to include GCSE in Maths and English to at least grade C. 
  • Desirable to have At least one Microsoft Certified Professional (MCP) or equivalent qualification. 
  • At least 2 years 1st/2nd line support experience. 
  • Practical experience of Windows 10 and user account management using Microsoft Active Directory. 
  • Excellent knowledge of Microsoft Office 2013,2016 and 365. 
  • It would be beneficial to have experience of Microsoft Server 2012/2016 and other related Microsoft products including user management with Microsoft’s Office 365 cloud environment. 

Training if not an MCP already: 

  • 6 months probationary period with training support to achieve Windows 10 MCP certification (Exam MD100) 
  • Exam and training materials paid for by Voyage (paid for upon attainment) 
  • Salary review for candidates that successfully attain this certification 

In return you will receive a competitive salary, 23 days annual leave + bank holidays and your birthday off, life assurance, pension contribution and Voyage Care’s reward scheme. 

Make a great career choice and apply now! 

We are committed to safeguarding and promoting the welfare of the people we support. We are an equal opportunities employer. 



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