IT Service Desk Analyst — Customer‑Focused Tech Support

Hightown Housing Association; England; On-site; GBP 24,431 - 33,027; Full time

Benefits offered by this job

33 days annual leave

Bank holidays included

Monthly attendance bonus

Annual performance bonuses

Life assurance (three times salary)

Discounts at retailers, gyms, cinemas

Training & development

Employee wellbeing services

Free on-site gym

Job summary

Hightown Housing Association in Hemel Hempstead is seeking an IT Service Delivery Analyst to deliver high-quality first-line IT support across phone, email, and tickets. You will handle incidents, manage user accounts, and assist with system upgrades, while promoting a proactive, customer-focused approach.

The role is full-time (35 hours/week), 9am-5pm, offering a salary of 28,719 per annum, generous annual leave, and a range of benefits including a workplace pension and bonuses.

Qualifications

• Experience providing IT support in a service desk or help desk environment.
• Strong customer service and communication skills.
• Good troubleshooting and problem-solving abilities.
• Knowledge of Microsoft 365, Windows operating systems, and common business applications.
• A proactive approach and willingness to learn.

Responsibilities

• First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems.
• Incident Management: Accurately log, categorize, and prioritize incidents and service requests.
• Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary.
• Remote & Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals.
• Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms.
• User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures.
• Documentation: Maintain and update IT documentation, including knowledge base articles and user guides.
• Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback.
• System Upgrades: Assist in the rollout of new hardware, software, and system upgrades.
• Continuous Improvement: Identify recurring issues and suggest process enhancements.
• Collaboration: Work with the wider Technology & Change teams to ensure seamless service delivery and knowledge sharing.

Skills

Customer service

Communication

IT support

Service desk

Troubleshooting

Microsoft 365

Windows OS

Password resets

Proactive learner

Job description

Hightown Housing Association in Hemel Hempstead is seeking an IT Service Delivery Analyst to deliver high-quality first-line IT support across phone, email, and tickets. You will handle incidents, manage user accounts, and assist with system upgrades, while promoting a proactive, customer-focused approach.

The role is full-time (35 hours/week), 9am-5pm, offering a salary of 28,719 per annum, generous annual leave, and a range of benefits including a workplace pension and bonuses.