Job Introduction

Job Title:                2^nd Line Service Desk Analyst

Salary:                   £32,000 to £36,000

Contract:               Permanent

Location:               Homebased North West

Weekly Hours:      35 Hours 

So…. What is this role exactly?

This is a rare opportunity for a 2^nd Line Service Desk Analyst to join our ICT team and continue to develop their IT career with a business that offers homeworking and flexibility.

We are looking for a service desk analyst that shares our passion in providing a first-class ICT support to our employees and for ensuring customer excellence.

What will my working week look like? 

You will be homebased, living within the North West, within a reasonable travelling distance of our Head Office in Warrington, to attend meetings and training courses when needed.  Realistically, you will be required to visit our Head Office for ICT support duties based on a one day per week rota, on top of any training courses or meetings you may need to attend.

What will I be responsible for doing?

Work as part of the 2^nd line and wider support teams you will be responsible for processes such as incident and problem management, ensuring escalated issues and requests are progressed to resolution in line with the service level agreements, whilst also demonstrating both your technical and customer service skills.

Utilising your technical ability, you will showcase.

• Extensive troubleshooting skills working in a remote environment.
• Thorough assessments of incidents to help identify root cause. 
• Plan and prioritise workload at all times to ensure service levels are maintained.

And what would make me stand out from the crowd?

To be a successful as 2^nd Line Service Desk Analyst, here at YHG, you will have experience in….

• Supporting and troubleshooting Office 365, MS Windows 11 and MS Teams
• Strong understanding when working with Active Directory and folder permissions.
• Strong understanding when working with MS Azure, Windows Server support.
• The ability to configure and support mobile devices in an MDM environment.
• Able to demonstrate network troubleshooting skills.
• Strong customer service skills with the ability to communicate effectively at all levels.

Experience in the following areas would be an advantage but not essential as full training will be provided.

• Video conferencing equipment
• Room booking system
• Housing management systems
• Dynamics 365

This role is really suited to someone who likes a fast-paced environment and can adapt to any changes that may be presented. A good team player who also has the ability support the 1^st line team with queries or ticket support and the ability to write documentation to help support both the 1^st and 2^nd line team with their processes.

This role also offers genuine progression opportunities through application and infrastructure support. We also offer an in-house training platform to help with any training development opportunities needed.

If you feel this could be the right role for you, we would love to hear from you!

For more detail on the role, please review the role profile available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.

That all sounds great, what’s in it for me?

In return we offer £32,000 to £36,000 for a 35-hour week, and 25 days annual leave (holidays also increase with time served) plus Bank Holidays, but our employee offering provides much more than just a competitive salary and holiday allowance.

At #TeamYHG we measure performance on outputs and quality, not hours and minutes. We offer a flexible, homeworking culture where you’re trusted to get the job done.  If you need time for an appointment, the school run or an exercise class, if it fits with business needs, we’re open to what works for you too. And when you need to collaborate with your team, you can visit Youggle House – our purpose-built collaboration, wellbeing, and social space in Birchwood, Warrington.

On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

For more of our great benefits, please review the benefits information sheet available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.

And who are Your Housing Group?

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.

As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.

We’re an employer of choice, over 88% of colleagues here recommend us as a 'great place to work

Closing Date:   Friday 27^th September 2024

We review applications as they’re received and reserve the right to close this advert early; if you’re interested, please apply ASAP to avoid disappointment.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for any applicants who declare they have a disability, if these applicants meet the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.  Your Housing Group welcomes applications from our customers, however, access to confidential information and probity will be explored to determine whether there is a potential conflict of interest or security issue present which may prevent the Group from being able to proceed with the application. YHG1

Your Housing Group