Join Ocean Housing as a ICT Senior Support Analyst!
Location: Stennack House, St Austell
Hours: 37 hours a week (Mon - Friday)
Salary: £38,500 per annum
Contract: 18 month Fixed-Term Contract
We’re looking for an experienced ICT Senior Support Analyst to join our ICT team at Ocean Housing.
This is a hands-on technical role for someone who enjoys getting to the root of complex problems, taking ownership of issues through to resolution and helping others deliver an excellent ICT service.
You’ll provide advanced second and third-line support and act as a senior escalation point within the ICT Helpdesk. You’ll also help coordinate day-to-day service delivery, support our analysts and work closely with colleagues and external suppliers to keep our ICT services stable, secure and effective.
Your Role:
- Providing advanced second and third-line technical support
- Taking ownership of complex incidents from diagnosis through to resolution
- Coordinating Helpdesk activity, including ticket prioritisation, allocation and progression against SLAs
- Troubleshooting across Microsoft 365, end-user devices, network access, server-based systems and reporting issues
- Carrying out root-cause analysis and helping prevent repeat incidents
- Supporting physical and virtual server environments, including patching, monitoring, backups and maintenance
- Working with third-party ICT suppliers and managing technical escalations
- Supporting the transition from on-premises infrastructure to SaaS and cloud services
- Monitoring service performance and identifying opportunities to improve efficiency and user experience
- Providing day-to-day technical guidance to Support Analysts
- Supporting ICT projects and change, from configuration and testing through to deployment and transition into business-as-usual support
- Helping maintain effective security, access, licensing and technical documentation
What we are looking for:
You’ll bring significant experience of delivering second or third-line technical support in a multi-system, multi-site environment, together with working knowledge of:
- Microsoft 365 administration and troubleshooting
- Windows operating systems
- Endpoint management and device configuration
- Active Directory / Entra ID
- Virtualised server environments
- Remote-working technologies and corporate device support.
You’ll also be confident coordinating ticket queues, managing competing priorities and service escalations, working with third-party suppliers and diagnosing complex technical or reporting issues to identify their root causes.
Just as importantly, you’ll be organised, approachable and calm under pressure, with the communication skills to turn complicated technical issues into clear, user-friendly language. You’ll enjoy sharing your knowledge, supporting colleagues and contributing to a positive, proactive and customer-focused team culture.
You’ll need a Level 4 qualification in Computing, IT Infrastructure, Networking, Microsoft technologies, or equivalent professional experience, along with evidence of ongoing ICT-related professional development.
It would be great if you also have:
- Microsoft certifications such as Azure Fundamentals, Microsoft 365, Windows Server or Endpoint
- ITIL Foundation certification
- Network or server vendor accreditation
- Experience supporting network infrastructure, including switching, routing and firewalls
- Experience with SaaS transitions, infrastructure retirement or server decommissioning
- Experience within housing, regulated services or the public sector.
What are our benefits?
We offer a supportive, flexible, and forward-thinking work environment with fantastic benefits:
- 27 days holiday + bank holidays
- Professional membership fees paid
- Company sick pay scheme
- Workplace pension with death in service benefit
- Home office work payment
- Medicash health plan (including dental & optical)
- Cycle to work scheme
- Rewards & recognition programme
- On-site parking
- Employee assistance programme
- Family-friendly policies
📅 Key Dates:
- Closing Date: Tuesday 13th of October 2026 at Midnight
- Interview Date: Wednesday 21st of October 2026 (Face to face at Stennack House, St Austell)
We may close this vacancy early if we receive sufficient applications—so apply soon!
The Company
Ocean Housing Ltd is a not for profit, charitable registered provider of social and affordable housing, with a stock of over 4,700 properties throughout Cornwall. We are part of the Cornwall Homechoice ‘Choice Based Lettings’ scheme.
At Ocean we believe affordable housing is not just about the buildings, but about the people who turn them into homes. We provide a wide range of services to our residents, helping them to make the most of their homes and the communities they live in.
Mission Statement
“To be an innovative provider of quality homes and services, with residents and staff at the heart of Ocean, and Ocean at the heart of the community.”
At Ocean our vision is to be the employer of choice for Cornwall. We want to create a work environment where everyone feels like they belong, can bring their best, authentic selves to work every day and are provided with the support they need to do a great job.
Our purpose is to create a modern, dynamic and agile work environment, fit for the 21st Century and one of which all of our colleagues feel included and proud to be a part of. An environment which enables colleagues to provide quality, affordable homes and services for the people of Cornwall. We believe work is what you do, not where you go and therefore colleagues deliver their work where it best suits the need, whether that be in the office, home or around a local area or site using local facilities. Colleagues are agile and work or have meetings in any place to suit the need and task.
Benefits
Values
Gallery
2022 Award
Winner
Best Place to Work at Cornwall Business Awards 2022
Sponsored by the Skills Hub
“This is a really challenging sector to work in and Ocean Housing Group have really gone above and beyond to support their workforce. They really show strong leadership from above in putting their employees first and the level of engagement they get from everyone in their teams is commendable, with really high number of team members taking part in surveys, consultancy and feedback. The Ocean Housing Group have also invested in the continual improvement of their staff, services and benefits to ensure that staff consistently feel invested in and valued – Well Done!”
ICT Senior Support Analyst employer: Ocean Housing
Ocean Housing is an exceptional employer that prioritises the financial wellbeing of its community while fostering a supportive and inclusive work culture. With a focus on employee growth, you will have opportunities to develop your skills in a meaningful role that directly impacts the lives of tenants in St Austell and beyond. Join us to be part of a dedicated team that values empathy, collaboration, and social responsibility.
