Support Analyst End User Devices

Support Analyst (2nd & 3rd Line) – End User Devices
Sue Ryder – IT Services
Lodge Farm Industrial Estate, NN5 7UL
37.5 hours per week (Onsite with some on call and travel to sites required)
£35kpa plus competitive benefits

Become a part of our story.

Our work matters because life matters. At Sue Ryder, the right technology helps our colleagues focus on what matters most: supporting people through life’s most difficult times. We’re looking for a Support Analyst to keep our end-user technology secure, reliable and working smoothly.

You’ll be responsible for…

• Provide 2nd and 3rd line support, resolving technical issues and service requests with a helpful, customer-focused approach.
• Set up, manage and troubleshoot laptops, desktops, mobile devices, peripherals and Microsoft 365 applications.
• Use tools including Microsoft Intune, Autopilot and Entra ID to manage devices and access securely.
• Keep device and software records accurate, work with suppliers, and help deliver technology upgrades and service improvements.
• Join the on-call rota and travel to Sue Ryder sites on occasion to provide face-to-face support.

The ideal candidate would be…

You’re a practical, approachable IT professional who enjoys solving problems and helping people get the best from technology. You communicate clearly, work well with colleagues and suppliers, and look for ways to make services better.

• You have experience providing 2nd and/or 3rd line IT support in a complex organisation.
• You’ve supported Windows 10/11, Apple and mobile devices, and Microsoft 365.
• You have hands-on experience with device management, ideally Microsoft Intune and Autopilot, and identity/access management using Microsoft Entra ID.
• You understand IT service management processes and the importance of accurate asset records, security and clear documentation.

Minimum Essential criteria

• Proven experience providing 2nd and/or 3rd line IT support within a complex organisational environment.
• Experience supporting Windows 10/11, Apple and mobile devices, and Microsoft 365 services.
• Experience administering Microsoft Intune, Autopilot, and Endpoint Manager.
• Experience supporting identity and access management processes using Microsoft Entra ID.
• Experience working within IT Service Management (ITSM) frameworks and service desk tools.
• Experience supporting users across multiple locations through remote and face-to-face support.

Desirable criteria

• Educated to Degree level or relevant experience.
• Microsoft certifications relating to desktop technologies, such as Intune, Modern Desktop Administrator, Endpoint Administrator or Azure/Entra.
• Asset management qualification or relevant experience.
• Service management or IT qualifications, such as ITIL Foundation v3 or v4.

What can we offer you?

The work we do matters, and so do the people who make it possible. You’ll be part of a supportive team, with opportunities to develop your skills while helping colleagues deliver the best possible care and support.
Benefits
• Enhanced pay for unsociable hours
• Company pension scheme
• 27 days holiday – rising to 33 with length of service plus bank holidays
• NHS annual leave honoured (terms and conditions apply)
• Enhanced maternity and paternity pay
• Enhanced sick pay
• Electric Vehicle Scheme
• Healthcare Cash plan, to claim back costs of routine healthcare
• Death in Service benefit
• Staff discount of 10% on new goods online at shop.sueryder.org
• Structured induction programme and learning and development opportunities.

For more of our employee benefits please visit our website:

www.sueryder.org/jobs/why-work-for-sue-ryder/

Our commitment to equity, diversity and inclusion

At Sue Ryder, we believe a diverse workforce helps us provide the best care and support. We’re committed to equity, diversity and inclusion and to eliminating unlawful discrimination.

We welcome applications from people from Black, Asian and Minority Ethnic communities, LGBTQ+ individuals, those from lower socio-economic backgrounds, and people living with disabilities.

As a Disability Confident Committed employer, we support the ‘Offer an Interview’ scheme for disabled applicants who best meet the minimum essential criteria. We also use inclusive recruitment practices, including sharing interview themes or questions in advance, remote interviews and other accessibility support.

If you need support with your application or interview, please contact recruitment@sueryder.org.
Once in post, you’ll have access to staff and volunteer networks and an Inclusion Passport to record and carry workplace adjustments.

Join us in creating a culture where everyone feels respected, valued and able to thrive.