{"id":3810203,"url":"https://alion.io/job/compass-fostering-technical-support-analyst-2","title":"Technical Support Analyst","company":{"id":4372538,"name":"Compass Fostering","domain":"compassfostering.com","url":"https://alion.io/company/compassfostering","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eploy","truth_index":{"grade":"A","score":100,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Leicester, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Microsoft Entra ID","optional":true}],"status":"live","first_seen_at":"2026-11-05T10:16:28Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T12:22:46Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About The Role\nMake a Difference Through Technology\nAt 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.\nThis 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.\nAbout the Role\nAs 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.\nYou'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.\nWorking 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.\nWhat You'll Be Doing\nSupporting Our Colleagues\nProviding friendly, professional IT support via phone, remote support tools, ServiceNow and in person.\nDiagnosing and resolving hardware, software and connectivity issues.\nSupporting desktops, laptops, mobile devices, printers, monitors, docking stations and other technology equipment.\nTaking ownership of support tickets and seeing issues through to resolution, keeping users informed every step of the way.\nEscalating more complex issues to specialist teams or suppliers when needed.\nMicrosoft 365 & Windows Support\nSupporting Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint and Office applications.\nInstalling, configuring and maintaining Windows 11 devices.\nTroubleshooting browser-related issues, access problems and application compatibility concerns.\nManaging user accounts, passwords, permissions and multi-factor authentication requests.\nHelping colleagues get the most from their technology through clear guidance and support.\nDevice Setup & On-Site Support\nBuilding, configuring and deploying laptops, desktops and mobile devices.\nSupporting new starters and managing equipment for joiners, movers and leavers.\nMaintaining accurate asset and equipment records.\nProviding on-site support across Compass Community locations when required.\nAssisting with meeting room technology and workplace equipment.\nService Improvement & Team Collaboration\nAccurately recording and managing incidents and requests through ServiceNow.\nCreating helpful knowledge articles and user guides.\nIdentifying recurring issues and suggesting improvements to processes and services.\nWorking collaboratively with colleagues, suppliers and specialist teams to deliver excellent support.\nFollowing best practices for cyber security, data protection and safeguarding.\nAbout You\nWe're looking for someone who genuinely enjoys helping people and takes pride in delivering great customer service.\nEssential Experience\nExperience working within an IT Service Desk, Desktop Support or Technical Support environment.\nGood knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint and Office applications.\nExperience supporting Windows 11 devices and troubleshooting user issues.\nKnowledge of browsers, device troubleshooting and general desktop support.\nExperience using ServiceNow or a similar IT Service Management platform.\nStrong problem-solving and troubleshooting skills.\nExcellent communication skills with the ability to explain technical issues simply and clearly.\nUnderstanding of networking fundamentals such as Wi-Fi, TCP/IP, DNS and DHCP.\nAwareness of cyber security, data protection and information security best practice.\nAbility to manage workloads effectively and work independently when required.\nDesirable Experience\nCompTIA A+, Microsoft Fundamentals or similar technical qualifications.\nExperience with Microsoft Intune, Entra ID and Windows Autopilot.\nExperience supporting mobile devices, printers and meeting room technologies.\nKnowledge of device imaging, software deployment and asset management.\nExperience working within education, care, safeguarding-led or multi-site organisations.\nWhat We're Looking For\nThe successful candidate will be:\nFriendly, approachable and customer-focused.\nA great communicator who can explain technical concepts in plain English.\nCalm and organised when dealing with multiple priorities.\nSomeone who takes ownership and follows issues through to resolution.\nReliable, professional and committed to maintaining high standards.\nPassionate about safeguarding, confidentiality and supporting colleagues effectively.\nWhat Success Looks Like\nIn this role, you'll be successful when:\nColleagues receive prompt, helpful and professional support.\nIssues are resolved efficiently and within agreed service levels.\nUsers feel informed and supported throughout the support process.\nDevices are securely configured, maintained and accurately recorded.\nKnowledge and documentation are continuously improved to benefit both users and the wider IT team.\nWhy Join Compass Community?\nAt Compass Community, our mission is simple: to create a future of strength and opportunity for every child.\nWe 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.\nOur REACH Values\nEverything we do is guided by our REACH ethos:\nResilient - We keep going when challenges arise.\nEducators - We learn, teach and grow together.\nAccepting - We value everyone for who they are.\nChild-Centred - Children are at the heart of every decision we make.\nHolistic - We work together to achieve the best possible outcomes.\nIf 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.\nReady to Join Us?\nIf 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.\nSkills\nFostering - Fostering","description_format":"text","description_chars":6545,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Psychotherapy & Counseling","Secondary Education"],"lifecycle":[{"event":"open","at":"2026-11-05T14:40:50Z"},{"event":"close","at":"2026-11-05T19:45:57Z"},{"event":"reopen","at":"2026-11-06T05:05:25Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":32,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/compass-fostering-technical-support-analyst-2","json_url":"https://alion.io/job/compass-fostering-technical-support-analyst-2.json","meta":{"generated_at":"2026-11-08T13:20:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28299,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4372538},"rest":"https://alion.io/mcp/rest/get_company?id=4372538"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcompass-fostering-technical-support-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcompass-fostering-technical-support-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcompass-fostering-technical-support-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/compass-fostering-technical-support-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcompass-fostering-technical-support-analyst-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3810203}},{"tool":"search_jobs","arguments":{"company":"compassfostering.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3810203},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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