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• Salary up to £37,700 per year


• Excellent IT opportunity

About Our Client

My client is one of the largest housing associations in the city of London and the south-east.

Job Description

The successful Service Desk Analyst - 2nd line will:

• Provide 1st, and 2nd line technical support services professionally and efficiently, maintaining a high degree of customer satisfaction;


• Take ownership of user issues, problems, perform a technical diagnosis and fix issues either remotely or on-site;


• Efficiently and effectively provide solutions/workarounds to Incident's, Problems, Service Requests and Changes within SLA thresholds;


• Provide technical assistance and support to colleagues in IT related matters;


• Create, manage and transfer Knowledge documentation to all related NHG IT support teams;


• Ensure appropriate standards and procedures are adhered to support a high-quality deliverable to NHG;


• Assist the Problem Management process and using senior technical resources to deliver the service.

The Successful Applicant

The successful Service Desk Analyst - 2nd line will have the following experience:

• Windows PC, Mobile Phones, tablets and server operating systems


• Microsoft Active Directory and network protocols


• Azure admin


• Office 365 admin


• Exchange Admin


• Business application and how they are used by the business


• Security procedures and their implementation


• Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve


• Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution


• Good team management skills


• Exceptional Customer Service skills


• Excellent troubleshooting and problem-solving skills


• Excellent ability to transfer knowledge within a team


• General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi


• Strong leadership skills


• Excellent communication both written & verbal


• Excellent time management & organisational skills


• Excellent understanding of operations and business priorities


• Ability to effectively manage service delivery through a 3rd party supplier


• Excellent customer service experience, incl. compliment and complaint handling


• ITIL Certified


• Solid IT technical background & educated to degree level


• ITIL Foundation or equivalent

What's on Offer

• Salary up to £37,700;


• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply);


• Generous pension scheme;


• Enhanced maternity, paternity and adoption pay - enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply);


• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations;


• Health cash plan;


• Staff discounts - access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more;


• Interest free loans: season ticket loan, tenancy deposit loan and training loan;


• Cycle to work scheme;


• Life Assurance x 4 annual salary.