Helpdesk Analyst

Gleeson; Sheffield; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Generous holiday entitlement 26 days +

Discretionary Bonus Scheme

Holiday Buy Back Scheme

Company Pension Scheme

Private Medical Insurance Scheme

Healthshield membership

Life Assurance Scheme

Share Purchase Plan

Highstreet/ Store Discounts

Development Opportunities

Job summary

Gleeson Homes is seeking a Helpdesk Analyst to join our IT team at the Head Office in Sheffield. You will handle day-to-day IT incidents, provide first/second-line support, and work closely with the IT Manager to resolve issues for a user base across multiple locations.

The role requires experience in a busy helpdesk environment, knowledge of Microsoft technologies, and willingness to travel between sites. Monday-Thursday hours, with Friday shorter, and weekend rota cover.

Qualifications

• Experience in a busy helpdesk environment with knowledge of Microsoft technologies and cloud computing.
• Support hardware and software for 650 users across multiple sites.
• Travel between office locations and sites may be necessary to support users and deployments.
• Experience with COINS ERP is advantageous.

Responsibilities

• Assist in supporting hardware and software for 650 users across 6 offices and 80 sites.
• Monitor helpdesk system and escalate 2nd line issues as needed.
• Coordinate with third-party providers to resolve issues.
• Support Business Analyst and IT teams in ticket reviews and problem solving.
• Provide excellent customer service in all interactions with customers.

Skills

Time management

Communication skills

Organized

Team player

Customer service

Problem solving

Attention to detail

Willingness to travel

Tools

Microsoft Office 365

SharePoint

JIRA

COINS ERP

Microsoft Intune

Job description

# Helpdesk Analyst## Job IntroductionGleeson Homes are currently undergoing a period of rapid growth with IT being one of the key business support functions. Dealing with the day-to-day support of our IT systems you will work alongside our IT Manager and be responsible for handling, recording, and resolving a wide range of support issues.This will be a demanding role and you will need to demonstrate previous experience of working in a helpdesk environment and be able to meet the IT support demands of a growing company. This role would suit someone who has previous experience of working in a busy helpdesk environment with knowledge of Microsoft technologies and cloud computing.Travel between office locations and sites maybe necessary to support our user base and assist in project deployment.**Working hours:**Monday – Thursday 08:30 – 17:00 Friday – 08:30 – 16:00 **Weekend cover required on a shift rota patten.****Role Responsibilities**The successful candidate will assist in supporting hardware and software for a growing user base of 650 users spread over 6 permanent regional offices and over 80 temporary build and sales site:Working within the helpdesk function to assign incidents within the team and see them through to resolutionProvide overall application support, including monitoring of helpdesk system for any application/hardware related issues providing an escalation point for 2nd line support escalations.* Liaise with 3rd party application providers to resolve any support issues logged, through to conclusion.* Contribute to reviews with 3rd parties and suppliers in relation to software and services provided.* Support the Business Analyst Team and wider IT Team in ticket review, problem solving and resolution.* Suggesting improvements through the demand process.* Providing support to regional teams which may include face-to-face visits* Responsible for providing excellent customer service in all interactions with customers* Resolve issues as the first point of contact whenever possible**Required Skills:*** Hardware build, configuration and deployment* Windows 11 support* Office O365 support* Network printer support* SharePoint* Microsoft Teams* Microsoft Autopilot/Intune* Azure Active Directory**Microsoft Office 365 support and administration:*** User account management* SharePoint support* Active Directory administration:* User account setup and administration**Deployment and management of mobile and fixed telephony:*** Hardware configuration* User access and permission management* Mobile Device Management software**Previous experience with COINS ERP would be advantageous.****The Ideal Candidate*** Excellent time management* Ability to work to deadlines* Comfortable in an agile and fast-paced environment.* Superb communication skills.* Ability to work independently and with others.* Extremely organized with strong time-management skills.* A continuous improvement mentality.* Experienced working with Microsoft applications (Excel, PowerPoint, SharePoint), JIRA and COINs.* An eagerness to learn and progress.* Team player, with the ability to work in a standalone environment* Full driving license* The ability to travel and stay away overnight when required**Experience and knowledge of:*** Microsoft Windows 11* Microsoft Office 365* SharePoint* Microsoft 365 admin centre* Microsoft Intune* Active Directory* COINS**Benefits:*** Generous holiday entitlement of 26 days per annum + bank holidays* Choice of company car/ car allowance* Discretionary Bonus Scheme* Holiday Buy Back Scheme* Company Pension Scheme* Private Medical Insurance Scheme* Healthshield membership* Life Assurance Scheme* Share Purchase Plan* Highstreet/ Store Discounts* Development OpportunitiesApply+− OpenStreetMap contributors### Helpdesk Analyst* **Salary** Excellent Salary and Benefits Package* **Frequency** Annual* **Job Reference** gleeson/TP/8939/4800* **Contract Type** Permanent* **Closing Date** No expiry date* **Job Category** IT* **Regional Office** Head Office Sheffield* **Location** Sheffield Head Office , United Kingdom* **Posted on** 26 October, 2026