Digital Support Analyst

Are you passionate about IT, Customer Service and enjoy a challenge?

If the answer is yes, then we would love to meet you.

We’re looking for a Digital Support Analyst to join our existing team in our Grimsby office.

As Digital Support Analyst you will be providing 1st Line support to users of IT equipment and systems within the organisation in a customer effective manner.

To provide first line support of IT and related services to internal customers within agreed service levels with a constant focus on customer service and satisfaction. 

What is Lincolnshire Housing partnership like to work for?

We’re a local housing association with our roots firmly fixed in our Grimsby and Boston communities, emphasised by the presence of our vans and that many of our colleagues were born in the same areas that we serve. This gives our teams an additional sense of purpose to improve the lives of our customers.

There is a strong sense of togetherness across the organisation, our culture encourages accountability, cross-departmental collaboration and we welcome the opportunity to improve through feedback.

Here at LHP we are passionate about supporting our colleague and career progression. Please click the link and hear it from one of our colleagues. Careers at LHP | Cassie Louth #socialhousing #careers - YouTube

At LHP, we’re committed to creating great homes and strong communities. Our vision for Equality, Diversity and Inclusion is to be an open, inclusive organisation that recognises and respects all our communities and supports everyone to thrive.

You can read our full EDI Vision at:https://www.lincolnshirehp.com/about-lhp/corporate/edi-vision/

What additional benefits will I get from working for Lincolnshire Housing Partnership?

• An employee wellbeing package worth up to £1200 annually through our benefits partner Westfield Health
• Discounted Shopping Vouchers through Westfield Health
• Opportunities to learn new skills and knowledge through our fantastic corporate training programme
• A superb employer salary sacrifice pension scheme with up to 12% paid by LHP
• 24 holiday days a year pro rata (plus bank holidays) which will increase by 1 day per year for the first five years of service
• The ability to earn additional holiday days through full attendance
• Mental Health First Aiders across the business, let’s be there for each other!
• Career Development & Encouragement

What will I be asked to do as a Digital Support Analyst?

• To provide first line support of IT and related services to internal customers within agreed service levels with a constant focus on customer service and satisfaction. 
• To carry out IT inductions to new starters including the roll-out of their IT equipment 
• To ensure our IT asset register is accurately maintained 
• To resolve reported Incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with published KPI’s and internal SLA’s. 
• To accurately diagnose, record, classify, prioritise and assign unresolved incidents (using agreed Incident Management and Service Desk processes) in order to provide the best possible outcome for the customer. 
• Liaise with external suppliers in order to resolve incidents and report any contractual issues such as breaches of Service Level Agreements (SLAs). 
• Creation of user accounts, permissions and security levels in order to ensure that users have access to the relevant systems  
• Provide administrative support to the team. 
• Provide telephone cover on the IT Service desk queue, Monday to Friday 08:00 to 17:00, (covered between the team). 

• Provide IT support from both the Boston and Grimsby Offices regularly.

What skills, attributes and experience will I need as an Digital Support Analyst?

• Effective customer service skills – customer and outcome focused
• Methodical approach to problem solving
• Ability and willingness to learn
• The ability to respond to routine queries
• Technical knowledge in supporting Windows domain, Azure/Active Directory services
• Supporting MS365 applications
• Minimum of 12 months working in a customer focused environment
• Strong team working ethic 

Skills and Experience that would be desirable as a Digital Support Analyst.

• Experience working in a housing related organisation
• Experience of Housing Management Systems
• ITIL v3 Foundation Certificate in IT Service Management certification
• Experience in Door Access systems
• Service Desk Institute Service Desk Analyst certification

Career Progression

At LHP, we are committed to investing in the development of our employees to enable them to realise their potential.  There are many opportunities that LHP will provide you with to enhance your skills and assist in your career progression.  We measure our success within this area by the number of internal promotions that we can achieve and that we are able to retain our best talent. 

The natural career progression routes that would be applicable to your role are:

Lead Digital Support Analyst and Service Delivery Manager