Service Desk Analyst

Service Desk Analyst

Title:                    Service Desk Analyst 
Contract Type:    Permanent
Hours:                 35 hours, Full Time
Location:            Sale, Manchester

                            *Please note the Sale Point office will be relocating to Old Trafford in early 2025

Persona:             Office based with one day a week working from home   
Salary:                 £26,295 per annum

Closing date for completed applications: 19th April 2024 at 23:59 pm

**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Role Profile.docx

A great opportunity has arisen for an experienced Service Desk Analyst. Working as part of a larger team, the Service Desk Analyst is responsible for providing 1st line support for all L&Q colleagues in relation to technology issues and requests. In this challenging but rewarding position at L&Q, the duties of Service Desk Analyst include communicating with staff via various support channels, including our ITSM tool Cherwell. Resolving IT equipment and application problems, analysing information systems performance and maintaining accurate Service Desk records. You will provide a high level of customer service to end users virtually and face to face.

We are looking for a customer service driven Service Desk Analyst who is knowledgeable, efficient, and willing to take ownership over their work.

You will join a large knowledgeable team who are passionate about technology, whilst providing a first-class service to our users. Reporting into the Service Desk Team Lead, the role will be specifically aligned to the Service Management function that sits within Enterprise Services and Security. Who’s focus it is to provide exceptional service to all customers, internal and external to the business. 

The Service Desk Analyst will:

•  Provide frontline technical support across multiple business areas for all software applications and end user computing hardware.
•  Work to agreed SLA’s and KPI’s, using ITSM tools to prioritize, resolve, and reassign tickets as soon as possible after they are logged.
• Provide technical support service for incidents and requests reported via the ITSM toolset, telephone, MS Teams and face-to-face (including Tech Bar).
• Escalate when required for technical, 3rd party &/or managerial involvement to ensure issues are addressed to a satisfactory quality and in a timely manner.
• Work collaboratively with other team members across technology.
• Demonstrate strong interpersonal and written skills.
• Demonstrate exceptional customer service in day to day work with those internal to the business
• Apply approved diagnostic utilities to aid in troubleshooting. 
• Perform troubleshooting and issue resolution activity at the end-user computing and back-end environments, including but not limited to installing and upgrading hardware and software, databases, telephony, desktops and mobile devices.

Skills and Experience:

• Previous Service Desk/Help Desk Experience
• ITIL Foundation Level knowledge or Higher (desirable)
• Hands on knowledge / experience of MS Intune/Autopilot, Azure AD, Sharepoint, Azure AD, Mobile support for iOS/Android OS mobile devices
• Experience of using ITSM tools such as Cherwell, ServiceNow, Service Desk plus, Halo etc.
• Hands on knowledge of telephony, including mobile devices and within Microsoft Tea
• Well-organised approach to work planning and time allocation to tasks, always providing great and efficient customer service and support to multiple business areas.
• Excellent communication (written and verbal) and interpersonal skills.
• Ability to explain technical issues to those with non-technical backgrounds.
• Excellent problem-solving skills, with a focus on providing exceptional customer service.

If you are interested in this role and have the experience required, then apply without delay!

*We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.                                          

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q.   More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme,  an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. 

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

Apply now.