Job Introduction

Job Title:  Service Desk Analyst

Salary Banding:  £26,000 - £30,000, per annum

Job Location:  Birchwood, Warrington

Contract Duration:  Permanent

Hours (weekly):  35 (Monday to Friday)

Are you looking for a role where you can make a difference and work with a passionate and dedicated team?

This is an exciting opportunity for an experienced ICT Service Desk Analyst to join our inspiring, positive and supportive ICT function during a 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 for our customers across multiple sites.

You will be responsible for incident management, ensuring all requests escalated from 1^st 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 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 and Citrix environment
• Experience of supporting Microsoft Windows 10, Office 365, Active Directory, Microsoft Exchange
• Networking/Patching/DNS/DHCP/Broadband Troubleshooting
• 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 for managing incident, 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
• Experience and knowledge of ITIL standards

Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.   

Closing date 4^th January 2019                     

Should we receive a high number of applications, 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 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