Hillcrest Homes is recruiting for an IT Service Desk Analyst (2nd Line)
About the Service
Hillcrest’s Digital, Data and Technology (DDaT) team sit at the heart of how our organisation operates. We support colleagues by providing the platforms, services and capabilities they need to work securely, efficiently and with confidence. As the driving force behind Hillcrest’s new Digital, Data and Technology Strategy, the DDaT team is leading our digital transformation to a more connected, data‑driven and user‑centred organisation.
Within DDaT, the Service Desk team plays a critical role in supporting Hillcrest’s staff to use technology effectively in their daily role. Working in a collaborative environment, we respond to incidents and service requests, enabling staff to work efficiently by providing dependable and effective support. We work closely with our Application and Infrastructure colleagues to provide reliable services, minimise disruption and continually enhance the support experience for users.
About the Role
As an IT Service Desk Analyst (2nd line), you will deliver specialist technical support by resolving issues escalated from the 1st line service desk. Your responsibilities will include diagnosing and resolving complex hardware faults, software and application issues, network and connectivity problems. You will play a key role in problem management, proactively identifying recurring issues, analysing trends, and contributing to root cause analysis. You will support continuous service improvement by recommending and implementing enhancements to processes, systems, and overall service reliability.
You will be responsible for administering and maintaining key Service Desk platforms, including Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) tools, ensuring they are effectively utilised to support efficient operations, device management, and issue resolution. As well as the creation and maintenance of windows devices images to support consistent and efficient device provisioning.
A key part of the role will be providing guidance and mentoring to first-line analysts, assisting with escalation, sharing technical knowledge, and promoting best practices across the team. You will support day-to-day service desk operations where required, helping to ensure consistent service delivery and contributing to a high-performing support function.
About You
You will:
- Have extensive and demonstrable experience working within IT Service delivery and troubleshooting
- Contribute to mentoring and developing the skills and knowledge of others
- Be experienced in Operation Systems deployment and management
- Have experience producing and maintaining knowledge base documentation to support effective incident resolution and knowledge sharing
- Have experience with SLA-driven support and handling escalations
- Be able to identify potential process improvements and communicate these effectively
- Have strong organisational, analytical and problem-solving‑ skills.
- Have clear communication skills and the ability to support users at all levels
- Have a calm, customer focused‑ mindset and commitment to ongoing development
About the Benefits
- 32 days minimum annual leave (based on full time hours)
- Option to buy or sell annual leave (subject to eligibility)
- Family Friendly Policies
- Death in Service (three times annual salary or a minimum of £10,000)
- Defined contribution pension scheme available (2 Options):
- Option 1 - Contributions = 5% Employee and 3% Employer
- Option 2 - Contributions = 8.5% Employee and 8.5% Employer
- Home and Tech Scheme: Spread the cost through salary sacrifice and save up to 8% on thousands of home and tech products at IKEA and Currys (subject to eligibility)
- Cycle to Work Scheme: Spread the cost through salary sacrifice and save up to 47% on bikes and accessories (up to £2,000) (subject to eligibility)
- Enhanced Health Care Package including:
- £50 towards chiropody and podiatry
- £60 towards dental care
- £75 towards the costs of eye related care
- £150 towards Practitioner fees, including physiotherapy
- £200 Birth and Adoption grant (subject to eligibility)
- £200 towards specialist consultations and investigations
- Unlimited access to a 24/7 online GP, mental health support and virtual wellbeing via the WeCare App by Canada Life
- Access to Perkbox: providing a wide range of deals and discounts including Argos, IKEA and many more
We acknowledge that AI can support applications, but we ask that yours reflects your true self. By applying, you confirm that all information is accurate and represents your own knowledge, skills and experience.
Sponsorship - Please note that Hillcrest do not hold a licence to sponsor any visa applications at present.
Hillcrest are committed to safeguarding and promoting the welfare of all the people we support. All roles are subject to thorough pre-employment checks including references, and a Disclosure Scotland check or PVG (Protecting Vulnerable Groups) check to ensure the safety and wellbeing of those we support. All employees are expected to uphold our values and adhere to safeguarding policies and standards throughout their work.
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