Anchor Hanover Group

Location: Bradford office with occasional travel to London Job Type: Permanent Full-time Shift pattern: 37.5 hours per week worked on a rota basis between 7:00am-9:00pm Monday-Friday, with Saturday cover as required Salary: £34,000 per annum We're looking for an experienced 2nd Line Support Analyst to join our IT Service Desk. This is a key customer support role providing high-quality technical support to colleagues across the organisation. The role acts as an escalation point for 1st Line Service Desk Analysts, supporting the resolution of complex IT issues and driving continuous improvement across the IT Service Desk and wider Operations team. What you'll be doing Deliver expert technical support across core workplace systems and services, ensuring a consistent, high-quality service Support colleagues across office, remote, and home environments Act as a technical escalation point for 1st Line Service Desk Analysts, offering guidance and resolution oversight Lead the diagnosis and resolution of complex incidents, minimising user disruption Contribute to problem identification, investigation, and root cause analysis Maintain and improve knowledge articles and documentation Identify and support ServiceNow process improvements, including workflows and automation What you'll bring Extensive experience providing 2nd line support within an IT Service Desk environment and across other operational and technical teams Exemplary personal behaviours and customer service skills Strong technical knowledge of the modern workplace stack, including Windows OS, M365, Azure/Entra ID, endpoint/device management and core business applications Strong adherence to ITIL processes and IT Service Management practices, including platforms such as ServiceNow Ability to manage competing priorities and work within SLA targets while collaborating in a fast-paced support environment Advanced troubleshooting capability with a strong track record of taking ownership, ensuring accountability, and delivering timely resolution of complex issues Proven track record of identifying and delivering service and process improvements through proactive problem management and trend analysis Qualifications & Experience Essential Proven experience providing 2nd Line support within an IT Service Desk or operational support environment Experience working with IT Service Management tools, ideally ServiceNow Understanding of ITIL principles and structured ticket management practices Experience supporting Microsoft workplace technologies, including Windows 11 OS, M365 and identity/access management technologies Experience resolving complex incidents and supporting problem management activitie Desirable ITIL Foundation certification Microsoft certifications such as 365 Fundamentals (MS-900) and Entra Fundamentals (AZ-900) CompTIA or ServiceNow certifications Supporting & Troubleshooting Windows 11

Location: Hybrid working from our Bradford office Job Type: Permanent Full-time, 37.5 hours per week Salary: £60,000 As part of an exciting period of growth, we're looking for an experienced IT Applications Support Manager to join our Tech team. This is a key leadership role responsible for ensuring the stability, performance and resilience of our enterprise applications used across our Housing and Care organisation. You'll lead the Applications Support team, overseeing operational support, service quality and continuous improvement across a broad application landscape, containing everything from HR, finance, care, housing and service management platforms. As part of Service Operations and working closely with Engineering, Change Delivery teams and third-party suppliers, you'll help ensure our application services remain available, reliable, secure, and fit for the future. What you'll be doing Lead and develop the Applications Support team, through strong people- centred values and behaviours and wide technical knowledge. Coordinate and Manage incidents, technical escalations and service performance across enterprise applications Ensure services are delivered in line with SLAs and operational standards Drive service improvements across monitoring and support processes with particular focus on automation and cross-skilling efficiencies. Collaborate closely with internal teams and suppliers to support service continuity, service transition and operational readiness Take a leading role in application upgrades, maintenance and lifecycle activities What you'll bring Experience leading an applications or technical support team within a large organisation. Strong understanding of enterprise application support across varied SaaS, and hybrid environments. Experience of working in a structured and cohesive way with multiple key application platform partners. Strong understanding of supporting batch operations, scheduled task and Data-Load based platform activities. Excellent standard of knowledge across typical application-based workflow and logic. Strong experience managing incidents, problem investigations and operational service delivery across ITIL-aligned service management practices Strong communicator, stakeholder management and problem-solving skills Desirable Housing and Care platform support experience (Northgate, MS Dynamics 365) Microsoft Stack knowledge including Dynamics 365, Azure DevOps and Windows environments. ITIL v3 or v4 certifications Good Experience with ServiceNow configuration, workflow and automation improvements or similar ITSM/ESM platforms. Microsoft or platform-specific certifications