Service Desk Analyst

Are you passionate about technology and delivering brilliant customer support? Can you solve problems quickly while making IT feel approachable and easy for colleagues across the business? We’re looking for a Service Desk Analyst to join our ICT team, providing high-quality support that keeps our systems, services, and colleagues connected and productive. You’ll be the first point of contact for IT support, helping to resolve issues efficiently while delivering an excellent customer experience. This isn’t just about fixing laptops and resetting passwords. It’s about enabling people to do their best work, improving services, and helping shape a modern, reliable, and customer-focused IT function.

Please note this role is based at our Case house office.

What’s in it for you…. In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays – take them when it suits you
• Car leasing scheme
• Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity.
• Optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing…

• Provide 1st and 2nd line IT support for colleagues across the organisation
• Diagnose and resolve incidents relating to hardware, software, mobile devices, telephony, and network services
• Log, prioritise, and manage service requests through to resolution
• Support the deployment and setup of end-user devices and workplace technology
• Work proactively to identify recurring issues and contribute to service improvements
• Maintain accurate ICT asset records and documentation
• Collaborate with suppliers and third parties to resolve technical issues
• Support ICT security, compliance, and data protection best practice

What we’re looking for: You’ll be someone who enjoys helping people, solving technical problems, and working in a fast-paced environment where no two days are the same. You’ll bring a positive attitude, strong troubleshooting skills, and a genuine passion for technology and customer service. We’re particularly interested in someone who:

• Has experience working within an IT support or Service Desk environment
• Is confident supporting Microsoft technologies including Windows, Office 365, Azure, and Active Directory
• Can explain technical issues clearly to non-technical users
• Has strong problem-solving skills and takes ownership of issues through to resolution
• Is organised and able to manage multiple priorities effectively
• Enjoys working collaboratively as part of a team while also using initiative independently
• Has experience using ITSM tools and working within ITIL-aligned processes
• Is adaptable, eager to learn, and committed to continuous improvement
• Has full UK driving license and access to a car for travel to sites (desirable)

Relevant IT qualifications or certifications (such as Microsoft, Azure, or CompTIA or degree in an IT-related discipline) are desirable, but just as important is your customer-first approach and enthusiasm for delivering excellent service. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.