Service Desk Analyst (2nd line)
Job Introduction
Job Title: Service Desk Analyst (2nd line) – Ref: YHG/TP/11849/752
Salary Banding: £26,000 - £32,000, per annum
Job Location: Birchwood, Warrington
Contract Duration: Permanent
Hours (weekly): 35 (Monday to Friday)
There’s a lot of great things happening at Your Housing Group making it a good time to join the business and get involved. We are currently implementing significant investment into Digital and Organisational transformation and our ICT Team is growing and evolving significantly over the next 18 months.
Due to this, we now have an exciting opportunity for a capable ICT Service Desk Analyst to join our collaborative and supportive ICT function and assist customers by providing IT support during this period of significant change in systems, process and strategies.
You will be responsible for providing a first-class support service and be a single point of contact for all IT related issues and requests from our customers across multiple sites.
You will be responsible for incident management, ensuring all requests escalated from 1st line support are progressed to resolution in line with the service level agreements and operational level agreements whilst providing high levels of customer service.
If you have a majority of the following experience, we would really like to hear from you:
- Experience of providing 2nd and 3rd Line Support on a Technical Service Desk to users onsite and remotely
- Experience in supporting a VMware environment
- Experience of supporting Microsoft Windows 10, Office 365, Active Directory, & Exchange
- Networking/Patching/DNS/DHCP/Broadband Troubleshooting experience
- Experience in carrying out telephone switch administration
- Ability to configure and support mobile devices
- Experience in configuring and deploying Laptops, Desktops and Thin Client devices
- Experience in using Service Desk management software to manage incidents, change and problem management/resolutions
- Demonstrable customer service skills with the ability to communicate effectively at all levels.
- Able to work under pressure to meet deadlines
- Able to travel to other locations across the group when needed
- Experience and knowledge of ITIL standards
In return we offer our Service Desk Analysts a competitive salary of £26,000 - £32,000 along with a benefits package that includes - 25 days holiday plus all bank holidays (plus an option to buy further holidays), pension (matched up to 8%), Life insurance, medical benefits scheme, subsidised gym memberships, discounted shopping vouchers /Half price cinema tickets.
In addition to the above you will embrace the culture of continuous improvement to support Value for Money throughout the organisation and have a passion for doing things right first time.
Your Housing Group is a new generation of housing provider, working efficiently and effectively to build as many quality houses as possible, thereby playing its part in solving the national housing crisis. With over 28,300 homes across the North West, Yorkshire and the Midlands, the business has a large portfolio of retirement living developments and an innovative private rental offer in Nuvu.
Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.
Closing date: 13 March 2019
Should we receive a high number of applications, we may close this vacancy earlier than the date indicated above
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 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.
Your Housing Group
Attached documents
