Lead Digital Support Analyst

Are you a customer facing IT Specialist?

Do you have experience in leading by example in offering Digital Support?

Join LHP as our new Lead Digital Support Analyst with an excellent salary of £40,694

As a Lead Digital Support Analyst, you will lead and manager the Digital Support Analyst Team ensuring an excellent people-centric Digital Support service experience for colleagues, customers, and stakeholders.

We are really looking for an individual that has their customers at the heart of everything they do, and can demonstrate a track record in delivering high quality customer service advice and Digital Support to colleagues and stakeholders face to face, remotely and over the telephone.

There will be a requirement for the Lead Digital Support Analyst to be present in our Grimsby Office, at least 3 days a week, with occasionally travel required to our Boston Office, having access to your own vehicle is therefore an essential requirement.

Ideal candidate will live within travelling distance to the Grimsby office.

What is Lincolnshire Housing Partnership like to work for?

We’re a local housing association with our roots firmly fixed in communities across Lincolnshire. Many of our colleagues were born in the same areas that we serve, which gives our teams an additional sense of purpose to improve the lives of our customers. We’re also committed to a values and behaviour-led culture that encourages both colleagues and customers to reach their full potential, as well as supporting each other on transformational journeys through the changing social housing landscape.

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 my responsibilities be as a Lead Digital Support Analyst?

• Responsible for supporting the management of all IT Assets records agreed by the Corporate Head of IT & Digital.
• Responsible for developing our Service Hub solution to be aligned to ITIL best practice and to regularly report on performance against set business targets. 
• Accountable for line managing the Digital Support Analyst Team, behaviours against our values and their professional development to continuously meet the needs of the business.
• Proactively engage with a wide range of business teams and stakeholders to promote our Digital Support Service as a primary point of contact.
• Proactively support the Service Delivery Manager and other IT & Digital Managers to improve service performance metrics by continuously reviewing processes, security controls, KPI targets, documentation updates, identifying areas for optimisation and efficiency gains
• Support the Service Delivery Manager to effectively manage our IT & Digital Team risks to corporate policy and guidelines. 
• Responsible for supporting the delivery of a responsive incident and problem management support service to colleagues by undertaking root cause analysis to avoid reoccurring problems to improve system user experiences.
• Support in resolving customer complaints or negative feedback to service delivery performance promptly to agreed targets and learn lessons wherever possible to prevent them reoccurring.
• Support the Service Delivery Manager with third-party IT supplier contract management activities and lead meetings according to policy and guidelines.
• Support the Service Delivery Manager to deliver IT projects, develop service improvement plans, deputise when not available and work across other IT & Digital Team Functions collaboratively.
• Provide out of hours and weekend cover during business emergencies or through advance conversations with the Service Delivery Manager for which an enhancement will be paid or time off in lieu made available.

What knowledge, skills and experience will I need to be successful as a Lead Digital Support Analyst

• Professional experience in a related field with a broad range of exposure to various technical environments
• Experience of mentoring and leading junior members of a team.
• Experience of Microsoft 365 and Windows OS (10,11)
• Experience of Microsoft Active directory administration and support
• Experience of Mobile device management solution such as MS Intune
• Experience of troubleshooting complex IT issues in a reasonable timeframe and escalate issues where applicable to the relevant specialist teams.
• Significant experience of supporting and troubleshooting hardware, software, and network connections
• Experience in a similar role supporting users over a multi-site environment.
• Knowledge of all standard Windows networking protocols, including TCP/IP, DNS, and DHCP
• Knowledge of anti-virus software, firewalls, intrusion detection systems, and other network security measures
• Ability to deal with people in a manner which shows sensitivity, tact, and professionalism.
• Builds and maintains strong professional, trusting relationships with business colleagues, senior stakeholders, and the Infrastructure and Business Systems teams

Download full job description and person specification below.

What opportunities will I have for progression?

We are committed to investing in the development of our employees, and we are proud to say that in 2023, 31% of our vacancies were filled by internal colleagues. There are many opportunities that we will provide you with to enhance your skills and assist in your career progression so that we are able to retain our best talent. Watch here to see what one of our colleagues have said about progression here at LHP: Careers at LHP | Cassie Louth #socialhousing #careers (youtube.com)

The natural career progression route that would be applicable to your role is a Service Delivery Manager or a Business Systems Manager 

We are looking for a swift appointment, so please apply earlier - If we receive significant strong applications we may close the campaign before the closing date of the 13th May 2024 

Offer of Employment is subject to a DBS Check and Satisfactory References.

At Lincolnshire Housing Partnership, 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/