Line Service Desk Analyst

This is an exciting opportunity for an experienced 1st Line Service Desk Analyst to join our ICT team.

This is an opening for someone looking to continue to develop their IT career with a business that offers homeworking, flexibility, and progression.

We are looking for someone who shares our passion for providing first-class ICT support to our employees whilst ensuring customer service excellence.

What will my working week look like?

You will be primarily homebased, living in the Northwest, within a reasonable travelling distance of our Head Office in Warrington, with the ability to attend meetings, training courses and provide ICT support to our Head Office as and when required, in person and on a rota-based system.

What will I be responsible for doing?

Working as part of the 1st line team you will be the first point of contact for all ICT related issues.

Phone line support - Answering calls into the Service Desk, triaging, and raising tickets with end users and providing first time fixes where possible.

BAU (Business as Usual) support - Taking tickets from the Service Desk to work on your own and with support from 2nd and 3rd line colleagues, to fix and fulfil a wide range of incidents and requests across different hardware and applications.

Youggle House support - Onsite, in person support on a rota-based system, looking after our Head Office ICT, ICT appointments, audio visual meeting rooms, printers and drop ins to the Service Desk.

SLa M (Starters, Leavers and Movers,) - Once trained, manage our intakes of new staff.

From receiving the requests, creating accounts, and preparing users equipment to delivering the equipment and basic IT instructions to groups of new starters in person at head office, managing accounts that may be moving within the business; ensuring that access levels are kept appropriate and the timely processing of leavers accounts, all on a rota-based system.

Personal development - Time set aside for you to undertake training courses to develop your skills in future technologies that the business and Service Desk adopt, set by management.

Utilising your technical ability, you will showcase….

• your ability to perform 1st line fixes across a variety of ICT incidents and requests - utilising the 2nd line team as an escalation point to ensure the customer receives an efficient and effective resolution.
• your extensive troubleshooting skills working in a hybrid environment.
• your ability to independently plan and prioritise workload to ensure service levels are maintained.
• your excellent communication skills, with strong listening and questioning ability, and excellent attention to detail to ensure information is recorded and reported accurately.
• Work with the team lead to help develop new and existing procedures that will assist and improve the Service Desk's operation.

Current experience supporting and troubleshooting MS Windows 11, Office365 Admin, MS Teams and the Microsoft suite.

• the ability to diagnose hardware faults across a wide range of equipment, printers, laptops, peripherals, audio visual meeting room equipment, etc.
• the ability to demonstrate basic network troubleshooting skills.
• basic knowledge of managed wireless networks, adding devices etc.
• a strong understanding of Active Directory, user management, Share Point permissions, security groups and group policy.
• the ability to configure and support mobile devices in an MDM environment.
• strong customer service skills with the ability to communicate effectively at all levels.
• A full UK driving licence.

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.

As one of the North's sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers.

We also build over 1,000 new homes each year.

We're an employer of choice, over 88% of colleagues here recommend us as a 'great place to work'.

In return we offer £29,929 for a 35-hour week, and 23 days (pro-rata for part time) annual leave (holidays continue to increase with time served), plus 3 discretionary days between Christmas & New Year, plus Bank Holidays, but our employee offering provides much more than just a competitive salary and holiday allowance.

On top of this, we'll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through Medicash, that doesn't just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments), an option to buy up to one weeks further holiday, an annual volunteering day, and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

At #Team YHG we measure performance on outputs and quality, not hours and minutes.

We offer a flexible, hybrid working culture where you're trusted to get the job done.

If you need time for an appointment, the school run or an exercise class, if it fits with business needs, we're open to what works for you too.

And when you need to collaborate with your team, you can visit Youggle House - our purpose-built collaboration, wellbeing, and social space in Birchwood, Warrington.

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