ICT Senior Service Desk Analyst

Freebridge Community Housing; King's Lynn; Presencial; GBP 32.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual salary £35,521.20

25 days holiday + bank holidays to 30

Exclusive employee discounts

6 months maternity leave full pay

Health and wellbeing support

Charitable leave

Discounted gym membership

Pension up to 12%

Descripción de la vacante

Freebridge Community Housing is seeking an ICT Senior Service Desk Analyst to support the Service Desk Team Leader with first-line and some second-line IT support. You’ll diagnose incidents, manage requests in HaloITSM, and help deliver ICT projects, ensuring right-first-time resolutions and customer satisfaction.

You’ll bring at least 2 years in IT support, experience with Microsoft 365, Active Directory and cyber security basics, and a proactive approach to learning in a busy housing

Formación

• Experience in customer service and technical support.
• Troubleshooting across hardware, software and networks.
• Experience with Microsoft 365 platform and Active Directory.

Responsabilidades

• Diagnose incidents and problems to deliver right-first-time resolutions and support OS upgrades.
• Own requests, plan workload, and record information in HaloITSM; create change requests.
• Inform customers of progress, meet targets, and produce monthly performance reports for the Service Desk Leader.
• Build relationships with colleagues and suppliers to drive continual improvement; maintain Knowledge Base articles.
• Manage hardware lifecycle including procurement, setup and disposal; maintain server room and asset register.
• Set up new users and leaver processes in line with cyber security; support end-user training (Microsoft 365); manage mobile devices via MDM.
• Support the wider ICT and Facilities teams to keep systems running and maintain standards (SDI, Cyber Essentials, PCI).

Conocimientos

Customer service

Troubleshooting

Communication

Cyber security basics

GDPR awareness

Asset management

Herramientas

Microsoft 365

Active Directory

SharePoint

Power Platform

ITSM ticketing system

Descripción del empleo

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.