IT Service Desk Analyst

Salary: £36,178 - 36,178 per year

• Strong customer focus with a friendly and helpful attitude and the ability to work well with others.
• Ability to share IT knowledge and upskill/train staff in the use of IT systems and applications.
• Excellent communication skills with the ability to provide support through phone, email, Microsoft Teams and remote support tools.
• Experience working in a 1st/2nd line IT support or Service Desk role.
• Experience supporting Microsoft 365 applications including Outlook, Teams and SharePoint.
• Experience of Windows 11 administration and troubleshooting.
• Experience of using an IT Service Management (ITSM) or ticketing system.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues independently.
• Resilient and able to work to tight deadlines, manage competing priorities and perform in a pressured environment.
• A reliable internet connection and the ability to live within a commutable distance to the office, as on-site attendance may be required at short notice.

• Manage incidents, service requests and enquiries through our Service Desk system, ensuring tickets are updated, prioritised and resolved in line with agreed service levels.
• Respond to and log incidents, service requests and enquiries, providing first and second line support for staff across our ICT systems and services.
• Investigate anomalies with key applications and work with suppliers to identify and resolve issues.
• Administer user accounts, groups and MFA through Microsoft Entra ID and Microsoft 365 Admin Centre.
• Support Microsoft 365, SharePoint, Teams, Citrix, cloud-based business applications, Android and iOS mobile devices, and endpoint management solutions.
• Ensure starters are created with the correct security access to our network and applications, and deactivate leavers while managing their data before access is removed.
• Provide advice and user training on system processes, including IT induction training for all new starters.
• Collate and maintain system documentation such as asset registers, license registers, network diagrams and applications documentation.
• Build, deploy and maintain laptops and mobile devices, ensuring they remain secure, patched and compliant with our organisational standards.

• Android
• Citrix
• Cloud
• ICT
• Support
• ITSM
• Microsoft 365
• Mobile
• Network
• Security
• SharePoint
• Windows
• iOS
• Office 365
• Hardware

Our organization supports over 5,000 homes and operates on a hybrid basis with occasional site visits. This hands-on 1st/2nd line IT Service Desk Analyst role supports a broad range of ICT systems and services. The position is primarily home-based but requires regular office attendance for inductions, weekly floor-walking and operational needs. We offer 25 days annual leave, a health cash plan following probation, flexible working, and a Social Housing Pension Scheme.