IT Service Desk Analyst

Greatwell Homes; Wellingborough; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Social Housing Pension Scheme

Job summary

Greatwell Homes in Wellingborough is seeking an experienced IT Service Desk Analyst to join their team. This role includes managing service requests and providing support for various ICT systems primarily from home but with some office attendance required.

The ideal candidate should have a customer-focused attitude, relevant IT troubleshooting skills, and a willingness to help staff enhance their IT knowledge. In return, benefits include 25 days annual leave and flexible working options.

Qualifications

• Experience in a 1st/2nd Line IT support role.
• Strong problem-solving skills to diagnose technical issues independently.
• Ability to work under pressure with tight deadlines.

Responsibilities

• Manage incidents and service requests through the Service Desk system.
• Provide first and second line support for ICT systems.
• Investigate application anomalies and resolve issues.

Skills

Customer focus

Communication skills

IT knowledge sharing

Microsoft 365 support

Windows 11 administration

Troubleshooting skills

Tools

Microsoft Entra ID

M365 Admin Centre

IT Service Management system

Job description

Wellingborough, Hybrid Working with occasional site visits

We own and manage around 5000 homes with a £23 million turnover, and our mission is to “partner with customers and communities to shape places people are proud to call home.” We pride ourselves on being a forward-thinking progressive housing association reflective of what is an ever-changing sector. With housing being high on the public’s agenda, Greatwell Homes continues to grow.

We’re looking for an experienced IT Service Desk Analyst to join our team. Does that sound like you? If so, keep reading about this exciting opportunity.

We are not a traditional Service Desk but a hands‑on 1st/2nd line desk which covers everything from general password resets to setup / administration of hardware, software and user accounts.

This role is primarily home-based, with a requirement to attend the office regularly to support service delivery. This will include supporting new starter inductions, undertaking a weekly floor‑walking support day, and attending the office as required to meet operational and workload demands.

Your main responsibilities will include:

• Manage incidents, service requests and enquiries through the Service Desk system, ensuring tickets are updated, prioritised and resolved in line with agreed service levels.
• Respond to and log incidents, service requests and enquiries, providing first and second line support for staff across the organisation's ICT systems and services.
• Investigate anomalies with the key applications and work with suppliers to identify and resolve issues.
• Experience of working with Microsoft Entra ID & M365 Admin Centre for the administration of user accounts, groups, MFA etc.
• Provide support for Microsoft 365, SharePoint, Teams, Citrix, cloud‑based business applications, Android & iOS mobile devices and endpoint management solutions.
• Ensure that all starters are created with the correct security access to the network and applications. Deactivate leavers and manage their data before deleting access completely.
• Provide advice and user training on the system process operation as required, including IT induction training for all new starters.
• Collate and maintain system documentation such as asset registers, licence registers, network diagrams, applications or documentation created by other members of the IT Services team.
• Build, deploy and maintain laptops and mobile devices, ensuring devices remain secure, patched and compliant with organisational standards.

What we are looking for

Our successful candidate will have the following skills and experience:

• Strong customer focus with a friendly and helpful attitude and ability to work well with others.
• Ability to share IT knowledge and up‑skill/train staff in the use of IT systems and applications.
• Excellent communication skills with the ability to provide support through phone, email, Microsoft Teams and remote support tools. Experience of working in a 1st/2nd Line IT support / Service Desk role.
• Experience of supporting Microsoft 365 applications including Outlook, Teams and SharePoint.
• Experience of Windows 11 administration and troubleshooting.
• Experience of using an IT Service Management (ITSM) or ticketing system.
• Strong troubleshooting and problem‑solving skills with the ability to diagnose and resolve technical issues independently.
• Resilient and able to work to tight deadlines, with competing priorities in a pressured environment.
• As this role is remote, you must have a reliable internet connection and live within a commutable distance to the office as you may need to be on site at short notice.

If you have the experience and passion to help us achieve our goals and are highly proactive with a positive attitude, you might be just the person we are looking for.

In return you will benefit from 25 days annual leave, health cash plan (following probation), the ability to work flexibly and the option of a Social Housing Pension Scheme.

Please note that we reserve the right to close this advert early for the right candidate.