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For Companies At a Glance
- Tasks: Support colleagues with 1st and 2nd line technical assistance and manage IT support tickets.
- Company: Help for Heroes is a charity dedicated to supporting veterans and their families.
- Benefits: Enjoy hybrid working, competitive salary, and a collaborative team environment.
- Why this job: Make a real impact by ensuring our technology supports life-changing services for veterans.
- Qualifications: Experience in service desk roles, knowledge of Microsoft 365, and strong troubleshooting skills required.
- Other info: Join a diverse team committed to innovation and communication; apply early as the vacancy may close soon.
The predicted salary is between 21000 - 35000 £ per year.
Join to apply for the Information Technology Support Analyst role at Help for Heroes
Join to apply for the Information Technology Support Analyst role at Help for Heroes
This range is provided by Help for Heroes. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
The Vacancy
We have an exciting opportunity for an IT Service Desk Analyst to join our collaborative IT team.
About the Role
As an IT Service Desk Analyst at Help for Heroes, you’ll play a key role in supporting our colleagues by delivering high-quality 1st and 2nd line technical support. From resolving day-to-day IT issues to contributing to larger projects and maintaining IT infrastructure, you’ll help ensure our systems run smoothly so that our teams can focus on delivering life-changing support to veterans and their families.
You’ll provide both remote and occasional desk-side support, assisting with software and hardware troubleshooting, user account administration, and mobile device management. You’ll manage support tickets through to resolution using our ITIL-based processes and ensure internal documentation is kept up to date and accurate.
This role also includes opportunities to support wider IT initiatives, including project work, asset management, and vendor liaison.
About the Team
You’ll join a dedicated and knowledgeable IT team that works closely with departments across the charity. The team thrives on a collaborative approach and a shared commitment to ensuring our technology enables great service delivery. You’ll be supported by a Lead IT Service Desk Analyst and work as part of a motivated group of professionals who value communication, innovation, and trust.
About You
You’re a logical and proactive problem-solver with a solid understanding of IT systems and a genuine passion for helping people. You’ve previously worked in a service desk environment and are confident providing first and second-line support, ideally within a Microsoft 365 and Windows 10/11.
You bring excellent troubleshooting skills, good knowledge of desktop hardware and software, and experience with tools like Active Directory, Exchange, and service desk ticketing systems. You\’re calm under pressure, customer-focused, and able to prioritise tasks while maintaining attention to detail.
Most importantly, you’re enthusiastic about using your technical skills to make a difference—ensuring that the people behind our mission have the tools and support they need to succeed.
Please see the Job Description below for full details of this role.
Salary: £29,373 per annum
Location: Downton, Salisbury (Hybrid – minimum one day a week in the office)
Hours: Full-time, 35 hours per week (Monday–Friday, 9 am – 5 pm)
Contract Type: Permanent
Closing Date: Sunday 3 August 2025
Applicants must live within an hour’s commute of our Downton office.
This vacancy may close earlier than the advertised date if a high volume of applications is received, so we encourage early submissions.
Help for Heroes values diversity and inclusion and welcomes applications from candidates with diverse backgrounds.
Seniority level
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Seniority level
Associate
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology and Customer Service
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Industries
Non-profit Organizations
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Information Technology Support Analyst employer: Help for Heroes
Contact Detail:
Help for Heroes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Support Analyst
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role heavily relies on them for managing support tickets. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to structured IT support.
✨Tip Number 2
Brush up on your troubleshooting skills, especially with Microsoft 365 and Windows 10/11. Being able to confidently discuss specific issues you've resolved in the past can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service skills during any interactions with the recruitment team. This role is all about helping others, so demonstrating a genuine passion for supporting users will resonate well with the hiring managers.
✨Tip Number 4
Research Help for Heroes and their mission. Understanding their values and how your role contributes to their goals will allow you to tailor your conversations and show that you're genuinely interested in being part of their team.
We think you need these skills to ace Information Technology Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in 1st and 2nd line support roles. Emphasise your familiarity with Microsoft 365, Windows 10/11, and any service desk ticketing systems you've used.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping others and your problem-solving skills. Mention specific examples of how you've successfully resolved IT issues in the past and how you can contribute to Help for Heroes' mission.
Highlight Relevant Skills: Clearly list your technical skills, such as troubleshooting, user account administration, and knowledge of Active Directory and Exchange. Make sure to align these skills with the requirements mentioned in the job description.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Support Analyst role.
How to prepare for a job interview at Help for Heroes
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft 365, Windows 10/11, and any other relevant technologies. Highlight specific examples of how you've resolved IT issues in the past, as this will demonstrate your capability to handle the technical demands of the role.
✨Emphasise Problem-Solving Abilities
As an IT Support Analyst, you'll need to be a proactive problem-solver. During the interview, share instances where you've successfully diagnosed and resolved complex issues, showcasing your logical thinking and troubleshooting skills.
✨Demonstrate Customer Focus
Since the role involves supporting colleagues, it's crucial to show that you understand the importance of customer service. Discuss how you've prioritised user needs in previous roles and how you maintain a calm and professional demeanour under pressure.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to manage support tickets and resolve issues. Practice articulating your thought process when faced with common IT problems, as this will help you convey your approach to potential challenges in the role.
