ICT Senior Service Desk Analyst

Freebridge Community Housing; King's Lynn; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Holiday allowance

Discount gateway

Maternity leave pay

Wellbeing support

Charitable leave

Gym discount

Pension scheme

Job summary

Freebridge Community Housing invites applications for an ICT Senior Service Desk Analyst based in King's Lynn, UK. You will support the Service Desk Team Leader with expert first-line (and some second-line) support, troubleshooting hardware, software, and network issues while driving continual improvement and contributing to ICT projects.

The role emphasizes strong customer service, collaboration with ICT and facilities teams, and governance of cyber security standards and ITSM processes,

Qualifications

• At least 2 years’ experience in a customer service and technical support environment.
• Experience troubleshooting the Microsoft 365 platform and Active Directory, including SharePoint and Power Platform
• Experience with basic networking principles and troubleshooting
• A basic understanding of cyber security principles and GDPR
• Experience with asset tracking, documentation and procurement, and working within an ITSM ticketing system
• The ability to engage confidently with colleagues at all levels, influencing best use of systems and representing ICT as a first point of contact on business changes

Responsibilities

• Diagnosing incidents and problems to deliver a “right first time” resolution, and supporting operating system upgrades using strong troubleshooting skills across hardware, software and network issues
• Taking ownership of requests, planning and prioritising your workload, accurately recording information in our IT Service Management Tool (HaloITSM), and creating and managing change management requests
• Keeping customers informed of progress, providing advice and guidance, meeting performance targets, and producing monthly performance indicator reports (including customer satisfaction surveys) for the Service Desk Team Leader
• Building strong working relationships with colleagues, second line ICT support and third-party suppliers to support continual improvement, creating and maintaining Knowledge Base articles, and keeping your own knowledge and skills up to date
• Managing the hardware lifecycle, including procurement, setup and installation of desktops, laptops, tablets, smartphones, printers and audio-visual equipment, maintaining our server room and asset register, and arranging safe disposal or donation of redundant hardware
• Setting up new users, including log-on, email, network and printing access, and leaver processes in line with cyber security standards, supporting end user training and workshops (e.g. Microsoft 365), and managing mobile devices through MDM and cloud technologies
• Supporting the wider ICT team and Facilities team to keep systems and services running smoothly, helping maintain standards such as SDI, Cyber Essentials and PCI, and representing the service desk at team and department meetings

Job description

Are you an experienced IT support professional ready to take the next step? Join us as an ICT Senior Service Desk Analyst! You’ll support our Service Desk Team Leader to drive continual improvement, provide expert first-line (and some second-line) support and troubleshooting, and help deliver our wider ICT projects.

Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our customers' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values:Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.

Outline of key responsibilities...

• Diagnosing incidents and problems to deliver a “right first time” resolution, and supporting operating system upgrades using strong troubleshooting skills across hardware, software and network issues
• Taking ownership of requests, planning and prioritising your workload, accurately recording information in our IT Service Management Tool (HaloITSM), and creating and managing change management requests
• Keeping customers informed of progress, providing advice and guidance, meeting performance targets, and producing monthly performance indicator reports (including customer satisfaction surveys) for the Service Desk Team Leader
• Building strong working relationships with colleagues, second line ICT support and third-party suppliers to support continual improvement, creating and maintaining Knowledge Base articles, and keeping your own knowledge and skills up to date
• Managing the hardware lifecycle, including procurement, setup and installation of desktops, laptops, tablets, smartphones, printers and audio-visual equipment, maintaining our server room and asset register, and arranging safe disposal or donation of redundant hardware
• Setting up new users, including log-on, email, network and printing access, and leaver processes in line with cyber security standards, supporting end user training and workshops (e.g. Microsoft 365), and managing mobile devices through MDM and cloud technologies
• Supporting the wider ICT team and Facilities team to keep systems and services running smoothly, helping maintain standards such as SDI, Cyber Essentials and PCI, and representing the service desk at team and department meetings

We are looking for someone who has...

• At least 2 years’ experience in a customer service and technical support environment
• Experience troubleshooting the Microsoft 365 platform and Active Directory, including SharePoint and Power Platform
• Experience with basic networking principles and troubleshooting
• A basic understanding of cyber security principles and GDPR
• Experience with asset tracking, documentation and procurement, and working within an ITSM ticketing system
• The ability to engage confidently with colleagues at all levels, influencing best use of systems and representing ICT as a first point of contact on business changes

What’s in it for you?

At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:

• An Annual Salary of: £35,521.20
• Generous Holiday Leave:Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service
• Exclusive Employee Discounts:Access amazing deals through our Reward Gateway
• Comprehensive Leave Policies:Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave
• Health and Wellbeing Support:Access physio and counselling services, along with an employee assistance programme
• Charitable Leave:One day per year to volunteer for a cause you care about
• Discounted Gym Membership:Stay fit with discounted membership at Alive Leisure
• Pension Scheme:A great pension scheme with generous employer contributions (up to 12%)

Diversity & Inclusion:

Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best.As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.