At a Glance
- Tasks: Deliver first line ICT support and manage user profiles in a dynamic team.
- Company: Join Karbon, a forward-thinking company focused on customer service excellence.
- Benefits: Enjoy 26 days annual leave, birthday leave, and flexible working options.
- Other info: Inclusive workplace welcoming diverse backgrounds and experiences.
- Why this job: Make a real difference while developing your ICT skills in a supportive environment.
- Qualifications: Relevant ICT qualification or equivalent experience with strong communication skills.
The predicted salary is between 29172 - 29172 £ per year.
Come and make a difference at Karbon as an ICT Service Desk Analyst. We're looking to appoint a suitably qualified and experienced individual for the role of ICT Service Desk Analyst in the ICT & DT System Operations Team.
About The Role
The successful applicant will be accountable for delivering first line ICT operational support at all sites. They will perform documented ICT processes including supply and configuration of equipment, managing user profiles, offering advice on ICT solution use and act as a first line support to initial service desk incidents. They will act as positive members of the ICT team, providing the highest possible standard of service to customers.
About You
- A strong record of demonstrable achievement in service delivery of customer focused ICT support services
- Comprehensive working knowledge of the ICT systems used within the group
- Understanding of ICT and Data Protection governance practices and issues
- Relevant ICT qualification, or equivalent work experience
- Experience of collaborating and working as part of an effective team
- Strong Communication Skills (Translating of Colleague Requirements)
Working With Us
The successful candidate will work in our ICT & DT Service Delivery team led by the ICT Service Desk Team Leader: Liam Steele. If you require further information about the role, please contact: liam.steele@karbonhomes.co.uk or on 0191 223 8305.
Key Details
- Permanent role
- Salary is £29,172 per annum
- Location: Predominantly office based at our Stanley office and attendance at other Karbon offices will be required. Working from home is available depending on business need.
- Regular travel will be required
- 37 hours over a 4 day working week, working 08:00 - 18:00 each working day with options for flexible working whilst ensuring the Service Desk Operating hours (08:00 - 18:00 Mon - Fri) are covered amongst the team. Your day off will rotate from week to week over a 5 week cycle.
We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they're applying for. The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.
Why Join Us
We offer a generous benefits package to support your wellbeing and development, including:
- 26 days annual leave (rising to 31 after 3 years)
- Birthday leave
- Occupational pension
- Health cash plan
- Flexible benefits pot
- Access to funding for qualifications, conferences, and learning events
Key Dates
- Closing date for applications: Wednesday 30 September 2026
- Interview date: TBC
We're Inclusive
We're proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you'll be guaranteed an interview. Need a reasonable adjustment to apply? Contact us at recruitment@karbonhomes.co.uk
ICT Service Desk Analyst in North East employer: Karbon Homes
Join us at our Greengates Office in Stanley, County Durham, where we foster a supportive and dynamic work culture that prioritises employee growth and satisfaction. As a Housing Team Manager, you'll benefit from competitive salary packages, generous annual leave, and access to professional development opportunities, all while making a meaningful impact in the community. We value diversity and inclusivity, welcoming applicants from all backgrounds, including those with criminal records, ensuring a rich and varied team environment.
StudySmarter Expert Advice🤫
We think this is how you could land ICT Service Desk Analyst in North East
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Karbon Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Karbon Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace ICT Service Desk Analyst in North East
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Karbon Homes:Your cover letter is your chance to shine! Tell us why you want to work at Karbon Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Karbon Homes!
How to prepare for a job interview at Karbon Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
