Senior IT Service Desk Specialist

Freebridge Community Housing; King's Lynn; Sur place; GBP 36 000 - 42 000; Plein temps

Avantages offerts par ce poste

Holiday allowance

Discount gateway

Maternity leave pay

Wellbeing support

Charitable leave

Gym discount

Pension scheme

Résumé du poste

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

Responsabilités

• 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

Description du poste

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,