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- Tasks: Provide advanced IT support and mentor a team while resolving complex issues.
- Company: Join a socially responsible organisation making a real difference in the community.
- Benefits: Enjoy flexible working, a nine-day fortnight, and a fantastic benefits package.
- Why this job: Make an impact in a supportive environment while developing your IT skills.
- Qualifications: Proven IT support experience and excellent customer service skills required.
- Other info: Hybrid role with opportunities for career growth and professional development.
The predicted salary is between 36000 - 60000 £ per year.
Hours: 35 hours per week / 70 hours over two weeks (nine-day fortnight)
Shift Pattern: This role is hybrid, requiring 2 days a week in the office on Tuesday & Thursday. Providing support between 8 am and 5 pm on a shift basis.
As Senior IT Service Desk Operator you are responsible for providing advanced technical support and exceptional customer service to Housing 21 employees. This role involves diagnosing and resolving complex IT issues, mentoring IT Service Desk Operators, and ensuring the effective processing of service requests in line with agreed SLAs. The Senior IT Service Desk Operator acts as a subject matter expert on Housing 21 systems, applications, hardware, connectivity, and telephony, contributing to the development of support documentation and training materials. This position also plays a critical role in identifying trends, suggesting improvements to IT practices and procedures, and supporting IT projects to enhance overall service desk performance and user satisfaction.
The role is hybrid, the successful candidate will be required to attend the office twice per week and team meetings at our head office in Birmingham as required.
What we’re looking for
- In-depth understanding and knowledge of IT systems, networks, hardware, applications, and telephony with the expertise in troubleshooting and resolving complex IT issues.
- Extensive experience in a service desk or technical support role to a high standard, exceeding SLAs and KPIs.
- Strong background in providing excellent customer service with experience in handling escalations and resolving customer complaints effectively.
- Experience in creating and maintaining comprehensive support documentation and the ability to produce clear and concise end-user guides and technical documentation.
- Ability to develop and deliver training sessions and materials.
Why us?
We support our employees to do what they do best, whether that’s through flexible working, learning new skills or being part of a friendly and supportive workplace culture. We also offer a great benefits package including Blue Light Card discount, holiday trade scheme, volunteer days, Occupational Sick Pay, Occupational Maternity Pay and more. As part of our commitment to our employees and offering flexibility, we now offer a nine-day fortnight, providing employees with the opportunity to work their hours across nine days and have a three-day weekend every other week. Further details on how this works will be discussed with successful candidates upon an offer being made.
An offer of employment will be subject to the satisfactory completion of a basic disclosure check, satisfactory references, and induction training.
Closing date for applications 8 March 2026, with interviews taking place 16 March 2026. Due to the nature of this role this advert may close earlier than the closing date listed and once sufficient applications have been received. Please apply early to avoid disappointment.
Senior IT Service Desk Operator - 12 Month Fixed Term Contract - Birmingham, West Midlands County employer: Housing 21
Contact Detail:
Housing 21 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Desk Operator - 12 Month Fixed Term Contract - Birmingham, West Midlands County
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Senior IT Service Desk Operator role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for IT support roles and practice your answers. We recommend using the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your problem-solving skills.
✨Tip Number 3
Show off your expertise! During interviews, be ready to discuss specific IT issues you've resolved and how you’ve improved service desk processes. This will demonstrate your value as a subject matter expert and your commitment to exceptional customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get that application in early and stand out from the crowd!
We think you need these skills to ace Senior IT Service Desk Operator - 12 Month Fixed Term Contract - Birmingham, West Midlands County
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior IT Service Desk Operator role. Highlight your experience with IT systems, customer service, and any mentoring you've done. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Don’t forget to mention your experience in resolving complex IT issues and creating support documentation.
Showcase Your Customer Service Skills: Since this role involves providing exceptional customer service, make sure to include examples of how you've handled escalations or resolved complaints in the past. We love seeing candidates who can keep users happy while solving their IT problems!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Housing 21
✨Know Your Stuff
Make sure you brush up on your knowledge of IT systems, networks, and applications. Be ready to discuss specific troubleshooting scenarios you've handled in the past. This role requires a deep understanding of complex IT issues, so showcasing your expertise will definitely impress.
✨Customer Service is Key
Prepare examples that highlight your experience in providing exceptional customer service. Think about times when you’ve successfully resolved escalations or complaints. This will show that you can handle the pressure and maintain a positive attitude, which is crucial for this role.
✨Documentation Matters
Since you'll be creating support documentation and training materials, come prepared with examples of your previous work. Discuss how you approach writing clear and concise guides, as well as any feedback you've received on your documentation skills.
✨Be Ready to Mentor
As a Senior IT Service Desk Operator, mentoring others will be part of your job. Think about your mentoring style and be ready to share how you've helped colleagues improve their skills in the past. This shows that you're not just a tech whiz, but also a team player who values collaboration.