At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for colleagues.
- Company: Join Notting Hill Genesis, a leading not-for-profit housing association in London.
- Benefits: Enjoy flexible working, generous leave, and discounts at major retailers.
- Other info: Opportunities for professional growth and continuous learning await you.
- Why this job: Make a real impact by enhancing technology services for a thriving organisation.
- Qualifications: 5+ years in IT support, strong problem-solving skills, and customer service experience.
The predicted salary is between 37796 - 41995 £ per year.
IT Service Desk Analyst / Service Support Analyst - 2nd Line Support
Location(s): Time split across the following offices: 1 week in (King's Cross Office) Bruce Kenrick House, 2 Killick Street, London N1 9FL and 1 week in (Chelmsford Office) Frederick Chancellor Building, Victoria Road South, Chelmsford, CM1 1LM. *This may be subject to change depending on the business needs.
What you’ll do
At Notting Hill Genesis, technology plays a vital role in enabling our colleagues to deliver excellent services to residents.
As a IT Service Desk Analyst / Service Support Analyst - 2nd Line Support you'll be at the heart of our IT support function, providing high-quality technical support and ensuring our colleagues can work effectively and efficiently.
Working within the Engineering team in NHG Digital you'll act as a trusted support partner, resolving technical issues, managing service requests, and delivering an outstanding customer experience.
You'll take ownership of incidents from initial diagnosis through to resolution, helping to maintain a reliable, modern, and fit-for-purpose technology service across the organisation.
This is an excellent opportunity for an experienced IT professional who enjoys solving problems, delivering exceptional customer service, and contributing to continuous service improvement.
- How you’ll do it
- Provide first-class IT support to colleagues across the organisation, ensuring a responsive and customer-focused service.
- Take ownership of incidents, problems, and service requests through to successful resolution.
- Use your technical expertise to diagnose and resolve issues efficiently, minimising disruption to business operations.
- Deliver solutions and workarounds within agreed service levels and performance targets.
- Contribute to problem management activities, identifying root causes and supporting permanent resolutions.
- Create, maintain, and share technical knowledge articles to improve team capability and support self‑service.
- Use customer feedback and service insights to identify opportunities for continuous improvement.
- Collaborate with colleagues across the service desk and wider technology teams to ensure service excellence.
- Maintain accurate records and documentation to support effective reporting, governance, and service management.
- Support technology changes and service enhancements that improve user experience and business outcomes.
- The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence.
If not already qualified, there may be an expectation to study towards a professional qualification.
- ITIL Foundation certification or equivalent.
- Minimum 5 years’ experience within an IT support or service desk environment.
- Proven experience of delivering outstanding customer service in a technology support role.
- Strong troubleshooting and problem‑solving skills across a range of IT technologies and applications.
- Experience managing incidents, service requests, and problems within defined service levels.
- Ability to communicate technical information clearly to both technical and non‑technical audiences.
- Experience creating and maintaining technical documentation and knowledge articles.
- Intermediate to advanced Microsoft Office and business systems skills.
- Strong organisational skills with the ability to manage multiple priorities effectively.
- A proactive approach to continuous improvement and service excellence.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation.
You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
- All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London.
We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit https://group. nhg. org. uk/careers/
Equality, diversity and inclusion
We welcome applications from everyone.
We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.
We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit https://group. nhg. org. uk/careers/diversity-is-our-strength/
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Information Technology Help Desk Analyst - 2nd Line Support in Chelmsford employer: Notting Hill Genesis
Notting Hill Genesis is an exceptional employer dedicated to providing affordable homes for Londoners, fostering a supportive and inclusive work culture. As a Building Manager, you'll enjoy ample opportunities for professional growth, a generous benefits package including flexible working, enhanced parental leave, and access to employee discounts, all while making a meaningful impact in the community. Join us in our mission to enhance the lives of residents and contribute to a diverse and dynamic team.
