At a Glance
- Tasks: Provide expert IT support and troubleshoot issues to enhance user experience.
- Company: Join Freebridge Community Housing, dedicated to providing quality homes for all.
- Benefits: Enjoy competitive salary, generous holiday leave, and health support.
- Other info: Inclusive workplace culture that values diversity and offers excellent career growth.
- Why this job: Make a real difference in the community while advancing your IT career.
- Qualifications: 2+ years in customer service and technical support, with Microsoft 365 experience.
The predicted salary is between 31500 - 38500 £ per year.
Are you an experienced IT support professional ready to take the next step? Join us as an ICT Senior Service Desk Analyst! You’ll support our Service Desk Team Leader to drive continual improvement, provide expert first-line (and some second-line) support and troubleshooting, and help deliver our wider ICT projects.
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our customers' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
Requirements
- Diagnosing incidents and problems to deliver a “right first time” resolution, and supporting operating system upgrades using strong troubleshooting skills across hardware, software and network issues.
- Taking ownership of requests, planning and prioritising your workload, accurately recording information in our IT Service Management Tool (HaloITSM), and creating and managing change management requests.
- Keeping customers informed of progress, providing advice and guidance, meeting performance targets, and producing monthly performance indicator reports (including customer satisfaction surveys) for the Service Desk Team Leader.
- Building strong working relationships with colleagues, second line ICT support and third-party suppliers to support continual improvement, creating and maintaining Knowledge Base articles, and keeping your own knowledge and skills up to date.
- Managing the hardware lifecycle, including procurement, setup and installation of desktops, laptops, tablets, smartphones, printers and audio-visual equipment, maintaining our server room and asset register, and arranging safe disposal or donation of redundant hardware.
- Setting up new users, including log-on, email, network and printing access, and leaver processes in line with cyber security standards, supporting end user training and workshops (e.g. Microsoft 365), and managing mobile devices through MDM and cloud technologies.
- Supporting the wider ICT team and Facilities team to keep systems and services running smoothly, helping maintain standards such as SDI, Cyber Essentials and PCI, and representing the service desk at team and department meetings.
We are looking for someone who has...
- At least 2 years’ experience in a customer service and technical support environment.
- Experience troubleshooting the Microsoft 365 platform and Active Directory, including SharePoint and Power Platform.
- Experience with basic networking principles and troubleshooting.
- A basic understanding of cyber security principles and GDPR.
- Experience with asset tracking, documentation and procurement, and working within an ITSM ticketing system.
- The ability to engage confidently with colleagues at all levels, influencing best use of systems and representing ICT as a first point of contact on business changes.
Benefits
What’s in it for you? At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
- An Annual Salary of: £35,521.20.
- Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
- Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
- Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
- Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
- Charitable Leave: One day per year to volunteer for a cause you care about.
- Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
- Pension Scheme: A great pension scheme with generous employer contributions (up to 12%).
Diversity & Inclusion: Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.
ICT Senior Service Desk Analyst employer: Freebridge Community Housing
Freebridge Community Housing is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to community values, we foster a collaborative work culture that encourages innovation and professional growth. Located in a vibrant area, we offer competitive benefits and the opportunity to make a meaningful impact on financial sustainability within the housing sector.
Contact Details:
Freebridge Community Housing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land ICT Senior Service Desk Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Freebridge Community Housing values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Freebridge Community Housing might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Freebridge Community Housing!
✨Direct Apply to Freebridge Community Housing
Let's not forget to apply directly through the Freebridge Community Housing website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ICT Senior Service Desk Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Freebridge Community Housing.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Freebridge Community Housing. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Freebridge Community Housing
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
