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- Tasks: Provide 1st and 2nd line ICT support to colleagues across the organisation.
- Company: Join Salvation Army Homes, a leading provider of supported housing in the UK.
- Benefits: Hybrid work, competitive salary, and the chance to make a real difference.
- Why this job: Help transform lives while developing your tech skills in a supportive environment.
- Qualifications: Experience in ICT support and a passion for excellent customer service.
- Other info: Flexible working with opportunities for career growth and development.
The predicted salary is between 30000 - 40000 ÂŁ per year.
As Service Desk Analyst (South), you’ll be a key part of our central ICT Service Desk, providing 1st and 2nd line support to colleagues across the entire organisation. This is a hybrid, home‑based role, where most support is delivered remotely via our Service Desk. You’ll be the first point of contact for ICT issues and requests, helping colleagues resolve problems quickly, clearly and with confidence – whether that’s troubleshooting devices, supporting business applications, or guiding users through solutions in a calm and friendly way.
Because we support many sites, the Service Desk is split geographically. This role is aligned to the South of England, meaning that when on‑site support is required, you’ll be the person who visits our southern locations. This could include installing or replacing equipment, resolving issues that can’t be fixed remotely, or supporting services face‑to‑face when needed. For this reason, you’ll need to be home‑based within an hour’s drive of Reading, have a valid UK driving license and car, and willing to travel across the South as required.
However, day‑to‑day, you’ll be very much part of the wider Service Desk team, supporting users nationally and working closely with ICT colleagues. This role is about delivering dependable, high‑quality ICT support – making technology feel accessible, reliable and supportive for everyone who uses it.
You’re someone who takes real pride in delivering excellent customer service, and you genuinely enjoy helping people. You’ll already have experience providing 1st and 2nd line ICT support, with a solid understanding of modern workplace technology such as Windows, Android and Apple devices, mobile technology, cloud‑based applications and everyday business systems. You’re confident logging, triaging and resolving incidents, and you know when to upscale issues appropriately. Just as importantly, you can explain technical solutions in clear, non‑technical language.
What really sets you apart is your attitude. You’re approachable, patient and proactive, and you’re known for going above and beyond to help colleagues – whether that’s following up to make sure an issue is fully resolved, taking ownership of a problem, or spotting ways to improve the service. You understand that great ICT support builds trust, not frustration.
You’re comfortable working remotely as part of a wider Service Desk, managing your own workload and priorities, while also being flexible enough to travel to sites when hands‑on support is needed. You’re organised, reliable, and happy to get involved in whatever is required to keep services running smoothly, including occasional out‑of‑hours or bank holiday cover on a rota basis.
Because of the on‑site element of this role, it’s essential that you:
- Live within one hour’s drive of Reading
- Hold a full UK driving licence
- Have access to your own car and are willing to travel to southern sites when required
Above all, you’ll share our values, bring a positive and customer‑focused mindset, and take satisfaction in being someone that colleagues across the organisation trust and rely on.
Service Desk Analyst - South in Reading employer: Salvation Army Homes
Contact Detail:
Salvation Army Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - South in Reading
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Salvation Army Homes. Understand their mission and values, and think about how your skills as a Service Desk Analyst can help them achieve their goals.
✨Tip Number 2
Practice your customer service skills! Since this role is all about helping colleagues, be ready to share examples of how you've provided excellent support in the past. Think about times when you went above and beyond to resolve an issue.
✨Tip Number 3
Show off your tech knowledge! Brush up on your understanding of Windows, Android, and Apple devices, as well as cloud-based applications. Be prepared to explain technical solutions in simple terms, just like you would to a colleague who’s not tech-savvy.
✨Tip Number 4
Don’t forget to highlight your flexibility! Since this role involves travelling to southern sites, make sure to mention your willingness to go the extra mile. Being organised and reliable will definitely set you apart from other candidates.
We think you need these skills to ace Service Desk Analyst - South in Reading
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in delivering excellent customer service. We want to see how you’ve gone above and beyond to help colleagues in the past, so share specific examples that showcase your approachability and problem-solving skills.
Be Clear and Concise: When writing your application, keep it straightforward and avoid jargon. We’re looking for candidates who can explain technical solutions in simple terms, so demonstrate this ability in your written communication.
Tailor Your Application: Take a moment to tailor your application to the role. Mention your familiarity with modern workplace technology and any relevant experience you have with 1st and 2nd line support. This shows us you understand what we’re looking for!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Salvation Army Homes
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows, Android, and Apple devices, as well as cloud-based applications. Be ready to discuss your experience with troubleshooting and resolving ICT issues, as this will show that you’re the right fit for providing 1st and 2nd line support.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in previous roles. Highlight situations where you went above and beyond to help colleagues, as this aligns perfectly with the values of the company and the role's focus on building trust.
✨Practice Clear Communication
Since you'll need to explain technical solutions in non-technical language, practice simplifying complex concepts. You might even want to role-play with a friend to ensure you can communicate effectively and calmly, just like you would with users needing support.
✨Be Ready to Discuss Flexibility
Given the hybrid nature of the role, be prepared to talk about your ability to manage your workload remotely while also being flexible enough to travel when needed. Share any past experiences where you successfully balanced remote work with on-site responsibilities.