IT Service Local Delivery Analyst

Sovereign Housing Association Limited; Greater London; On-site; GBP 39,000 - 45,000; Full time

Job summary

A leading housing organization in Greater London is seeking an IT Service Local Delivery Analyst to provide local IT systems support and user training. The successful candidate will ensure IT support tickets are resolved efficiently while supporting end user computing across various locations. Qualifications include strong troubleshooting skills, experience in IT service desks, and a focus on customer service. This role comes with a competitive salary and attractive benefits including flexible working and a pension scheme.

Benefits

£450 yearly flexible benefit pot

Flexible working

25 Days Holiday + Bank Holidays

Pension scheme matching up to 12%

Life cover

Recognition scheme

Wellbeing discounts including Gym Memberships

Qualifications

• High level of customer focus and ability to work collaboratively.
• Experience on an IT Service Desk or in a Technical team.
• Good hardware knowledge, especially with PCs and AV equipment.

Responsibilities

• Provide local IT systems support, training, and advice.
• Resolve IT support tickets efficiently.
• Support end user computing across all SNG locations.

Skills

Troubleshooting

Customer Service

Communication

Teamwork

Self-motivation

Education

ITIL v3 or v4 Practitioner

Tools

ITSM Tools

PCs

Printers

AV Equipment

Job description

We have an opportunity for an IT Service Local Delivery Analyst to join our team in Wembley.

This is a full time, fixed term role for 12 months which will be primarily office based.

The starting salary is £39,000 - £45,000 depending on experience.

The Role:

As an IT Service Local Delivery Analyst you'll be providing local IT systems support, training and advice to SNG colleagues and will be responsible for the development, maintenance and operation of the organisation's devices, infrastructure and applications.

You'll ensure that our IT support tickets are resolved as efficiently and effectively as possible. Working within operating & service level agreements (SLA) and utilise service desk tools (ITSM system, knowledge system, monitoring etc) to ensure all interactions are accurately logged, prioritised, categorised and resolved.

This role will provide support for end user computing across all SNG locations. Acting as an escalation point for the central IT service delivery team as well as providing local hands‑on support for the wider CIO teams.

What we need from you:

As an IT Service Local Delivery Analyst you'll need to have a high level of customer focus and the ability to work collaboratively with colleagues, contractors and partnering agencies.

You will need experience of working on an IT Service Desk or in a Technical team and be able to communicate with our customers in person, by telephone, webchat email or digital assistant.

A Service Desk/Customer Service oriented certificate such as ITIL v3 or v4 Practitioner would be an advantage.

We are looking for:

• Experience of troubleshooting and demonstrable problem‑solving techniques.
• A sound understanding of hardware knowledge, especially with PCs, printers and other standard desktop/peripheral equipment and AV equipment.
• Ability to be office based and travel between SNG sites as needed
• Confident and enthusiastic approach in delivering basic user training to ensure end users make the best use of our AV services.
• The ability to work as part of a team and the self‑motivation to work without direct supervision in remote locations.

What we can offer you:

As a member of the IT Service Team you'll be part of a friendly, active and dynamic working environment.

We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Some of our benefits include:

• £450 yearly flexible benefit pot to use against benefits of your choice
• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme
• A range of wellbeing discounts including Gym Memberships

About us:

At SNG (Sovereign Network Group) we have over 200,000 customers, provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.

We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength enables us to meet housing needs, regenerate places and build on the existing strengths in our communities.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn.