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1st and 2nd Line Support Analyst (North West)

About The Role

You will be responsible for providing 1st and 2nd line support to all ICT users nationwide and provide administrative support to the ICT team.

Delivery of a quality customer focused IT service to all service users and stakeholders.

Whilst supporting and maintaining Saha’s ICT infrastructure including hardware, software, applications, communication systems, and all equipment within the WAN and LAN environment.

You will play a positive and active role in the ICT team and across the business.

To be flexible and accommodate any other related duties within the ICT function.

To participate in occasional out of hours or weekend work as required such as planned maintenance or site work.

To provide bank holiday cover on a rota basis.

Due to the nature of the role, a driving licence with access to your own vehicle is essential.

What you will be doing:

  • Providing support to Saha colleagues by ensuring that 1st and 2nd line incidents, and service requests are logged and managed effectively.

    To communicate with colleagues throughout their life-cycle and in a timely manner.
  • Processing new starters and leavers within agreed timescales in a way which meets business requirements.
  • Assisting in developing, implementing and maintaining Saha's ITIL Service Support processes including Incident Management, Change Management, and Release Management processes within the ICT team. 
  • Providing initial user support for corporate and bring your own PCs, laptops, mobiles and tablets, networking, business applications, intranet, and website, and for emerging business and bespoke applications. 
  • Ensuring the local area networks in all Saha offices and the WAN links between offices are maintained.

    To work in conjunction with ICT colleagues to monitor the ICT infrastructure health proactively.

About The Candidate
What we’re looking for in our 1st and 2nd Line Support Analyst:
  • Fundamental understanding of ITIL and IT Security processes and frameworks.
  • Awareness of server, desktop, mobile and cloud technologies.

    Basic understanding of networking technology such SD-WAN, MPLS, SAN, VoIP.
  • Experience of 1st& 2nd line support in a multidisciplinary internal support function.
  • Excellent communication skills and ability to explain technical detail in a non-technical way.
  • Effective triage and prioritisation of incidents, service requests and changes.
  • Full Driving licence
  • Vehicle for business use
  • ITIL Foundation certificate.
  • Experience of working in a housing organisation.
  • Vendor Certification in an appropriate IT discipline.

    e.g CCNA, MCP, VCP, CCA
If you would like an informal chat about the role, please contact Nick on 07800526091 or
The benefits on offer
In return for helping to transform lives, we’ll give you access to some great benefits.

These include:
  • 26 days annual leave rising to 31 days
  • An extra day off on your birthday
  • A High Street discount scheme (great savings both on and off-line)
  • Pension with life assurance
  • Discounted private medical insurance
  • Loans available for financial emergencies
  • Occupational Sick Pay
  • A full Induction package and training relevant to the role
  • Long service awards from 2.5 years
  • Support to learn and develop your career 

About The Company

A registered social landlord and one of the leading providers of supported housing in the UK, Saha is dedicated to transforming lives by providing accommodation and support for some of the most vulnerable members of society - mainly people with complex needs and/or experiencing homelessness. 

Saha is committed to safeguarding and promoting the welfare of children and young people and vulnerable adults and expects all employees and volunteers to share this commitment.

Our aim is to work with individuals to build on their strengths, creating person centred, individualised strategies and plans that transform lives, support recovery and enable positive behaviour.

In order to succeed, however, we need the right people in place.

Our workforce is one of our greatest assets, but only by recruiting the very best can we continue to deliver comprehensive, good quality housing services, support and resettlement.

services to our residents.

That’s where you come in.

As an equal opportunities’ employer, Saha is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We invite and welcome applications to apply for Saha opportunities without concern of bias or discrimination. 

We reserve the right to close this vacancy early if we receive sufficient applications for the role.Therefore, if you are interested, please submit your application as early as possible