Make a Difference Through Technology
At Compass Community, technology plays a vital role in helping us deliver life-changing services to children, young people and families across the UK. We're looking for a friendly, proactive and customer-focused Technical Support Analyst to join our growing IT team.
This is more than just a support role. Every day, you'll help colleagues stay connected, productive and equipped with the technology they need to provide outstanding care and support. If you enjoy solving problems, helping people and working with a wide range of technologies, we'd love to hear from you.
About the Role
As a Technical Support Analyst, you'll be one of the first points of contact for colleagues requiring IT support across our offices, schools, children's homes and remote-working environments.
You'll provide first and second-line technical support, helping users resolve issues quickly and effectively while delivering an excellent customer experience. From troubleshooting Microsoft 365 and Windows 11 issues to setting up new devices and supporting colleagues on-site, no two days will be the same.
Working closely with the wider IT team and using ServiceNow to manage support requests, you'll play a key role in ensuring our technology services remain reliable, secure and user-friendly.
What You'll Be Doing
Supporting Our Colleagues
- Providing friendly, professional IT support via phone, remote support tools, ServiceNow and in person.
- Diagnosing and resolving hardware, software and connectivity issues.
- Supporting desktops, laptops, mobile devices, printers, monitors, docking stations and other technology equipment.
- Taking ownership of support tickets and seeing issues through to resolution, keeping users informed every step of the way.
- Escalating more complex issues to specialist teams or suppliers when needed.
Microsoft 365 & Windows Support
- Supporting Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint and Office applications.
- Installing, configuring and maintaining Windows 11 devices.
- Troubleshooting browser-related issues, access problems and application compatibility concerns.
- Managing user accounts, passwords, permissions and multi-factor authentication requests.
- Helping colleagues get the most from their technology through clear guidance and support.
Device Setup & On-Site Support
- Building, configuring and deploying laptops, desktops and mobile devices.
- Supporting new starters and managing equipment for joiners, movers and leavers.
- Maintaining accurate asset and equipment records.
- Providing on-site support across Compass Community locations when required.
- Assisting with meeting room technology and workplace equipment.
Service Improvement & Team Collaboration
- Accurately recording and managing incidents and requests through ServiceNow.
- Creating helpful knowledge articles and user guides.
- Identifying recurring issues and suggesting improvements to processes and services.
- Working collaboratively with colleagues, suppliers and specialist teams to deliver excellent support.
- Following best practices for cyber security, data protection and safeguarding.
About You
We're looking for someone who genuinely enjoys helping people and takes pride in delivering great customer service.
Essential Experience
- Experience working within an IT Service Desk, Desktop Support or Technical Support environment.
- Good knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint and Office applications.
- Experience supporting Windows 11 devices and troubleshooting user issues.
- Knowledge of browsers, device troubleshooting and general desktop support.
- Experience using ServiceNow or a similar IT Service Management platform.
- Strong problem-solving and troubleshooting skills.
- Excellent communication skills with the ability to explain technical issues simply and clearly.
- Understanding of networking fundamentals such as Wi-Fi, TCP/IP, DNS and DHCP.
- Awareness of cyber security, data protection and information security best practice.
- Ability to manage workloads effectively and work independently when required.
Desirable Experience
- CompTIA A+, Microsoft Fundamentals or similar technical qualifications.
- Experience with Microsoft Intune, Entra ID and Windows Autopilot.
- Experience supporting mobile devices, printers and meeting room technologies.
- Knowledge of device imaging, software deployment and asset management.
- Experience working within education, care, safeguarding-led or multi-site organisations.
What We're Looking For
The successful candidate will be:
- Friendly, approachable and customer-focused.
- A great communicator who can explain technical concepts in plain English.
- Calm and organised when dealing with multiple priorities.
- Someone who takes ownership and follows issues through to resolution.
- Reliable, professional and committed to maintaining high standards.
- Passionate about safeguarding, confidentiality and supporting colleagues effectively.
What Success Looks Like
In this role, you'll be successful when:
- Colleagues receive prompt, helpful and professional support.
- Issues are resolved efficiently and within agreed service levels.
- Users feel informed and supported throughout the support process.
- Devices are securely configured, maintained and accurately recorded.
- Knowledge and documentation are continuously improved to benefit both users and the wider IT team.
Why Join Compass Community?
At Compass Community, our mission is simple: to create a future of strength and opportunity for every child.
We provide specialist fostering, residential care and education services, supporting children and young people to thrive. Technology is a key part of that journey, and our IT teams play an important role in helping frontline services deliver exceptional care.
Our REACH Values
Everything we do is guided by our REACH ethos:
Resilient - We keep going when challenges arise.
Educators - We learn, teach and grow together.
Accepting - We value everyone for who they are.
Child-Centred - Children are at the heart of every decision we make.
Holistic - We work together to achieve the best possible outcomes.
If these values resonate with you and you're looking for a role where your skills can make a real difference, we'd love to hear from you.
Ready to Join Us?
If you're a dedicated IT professional with a passion for customer service and problem-solving, apply today and help us deliver technology that enables life-changing services for children and young people across Compass Community.