Job Introduction

Job Title:                    Service Desk Analyst 2^nd Line

Salary Banding:         £30,000 - £33,500

Job Location:             Homebased North West

Contract Duration:     Permanent

Hours (weekly):        35 (Monday to Friday)

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.

And who are Your Housing Group?

If you live in the Northwest, you may have already heard of Your Housing Group and know us as a Housing Association, but really, there’s a lot more to YHG that make it a great place to work!

We are a partner to Homes England and one of the North’s sector-leading landlords, proud to play our role in tackling the UK's housing crisis by reinvesting in our 29K properties and building 1,000 new homes each year. We also provide a wide range of housing solutions to support vulnerable adults, vulnerable children, and provide a wide range of extra support services.  We pride ourselves on helping people at every stage of life to live in quality homes they can afford and place safety at the heart of all that we do - for customers, colleagues, and our supply chain.

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

What will I be responsible for doing?

Working 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 successful as a 2^nd Line Service Desk Analyst, here at YHG you will ideally have experience in

• Supporting and troubleshooting Office 365 and MS Teams
• 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.

That all sounds great.... What’s in it for me?

In return we offer a salary of £30,000 - £33,500 for a 35-hour week, 25 days annual leave (holidays also increase with time served) plus Bank Holidays, but our benefits are far more than a competitive salary and holiday allowance.

We offer a fantastic flexible, home working culture where you are measured on your outputs, not hours chained to a desk! So, as well as working from home, whether you need time for an appointment, the school run or an exercise class, if it fits with what the business needs from your role, talk to your manager, we are open to what works for you too! When you want those social interactions with your teammates, we have a state-of-the-art collaboration space based in Warrington for you to use, which you’ll also visit at times for team meetings and training etc.

We also provide 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 and alternative therapies) and an amazing discount scheme that gives half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

So, if You are a technical ICT analyst, ready for a new challenge with a business that can offer opportunities to help develop your IT skills, and a fantastic work life mix culture, then we’d love to hear from you! 

Closing date: 15 June 2022                  

We may close this vacancy earlier than the date indicated above, therefore, you are encouraged to submit your application as soon as possible.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for tenants or anyone who resides in a Your Housing Group property.  It also operates the scheme for any applicants who declare they have a disability. Those applicants who meet the minimum requirements for the role as set out in the advert and role profile will be guaranteed an interview.  Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified.  YHG2

Your Housing Group