Service Desk Analyst 2nd Line Business Applications - Manchester, United Kingdom - Great Places Housing Group

Great Places Housing Group
Great Places Housing Group
Verified Company
Manchester, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Salary:
Up to £28K


Job Type:
Full Time, Permanent


Location:
Head Office


Benefits:

Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.

Reporting to the Head of Business Applications, the Service Desk Analyst will be responsible for ensuring all incoming incidents and problems assigned to them are prioritised, analysed and then resolved as efficiently as possible.

You will be working as partof the Business Applications team to make sure we deliver excellent customer service while meeting our agreed SLA's.


CORPORATE RESPONSIBILITIES:


  • To ensure the responsibilities of the post are carried out in a way that reflects the standards, vision and values of Great Places;
  • To deliver value for money and manage resources effectively and efficiently, ensuring that targets (financial and nonfinancial) are met;
  • To promote Great Places to employers, sector bodies, and the local community, developing effective partnerships with employers, the funding agencies and other representative bodies;
  • To observe all policies / procedures / working practices / regulations and in particular to comply with Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy
  • To undertake appropriate training and staff development.
  • To identify and develop individual contribution in the delivery of the Great Places competency framework

PURPOSE OF ROLE:


  • To provide 2nd line support for all current and future Business Applications within the business.
  • To be customer focused whilst always striving to meet targets and looking at ways to improve the ICT service to the business.

KEY RESPONSIBILITIES:


  • Aid in the resolution and progress of ICT incidents and problems assigned to the team either over the phone or via our support portal
  • To manage the support queue and prioritise work so as to meet agreed SLA's and KPI targets

Person Specification

QUALIFICATIONS & PROFESSIONAL MEMBERSHIPS:


  • Qualified to minimum GCSE grade C or equivalent in English and maths
  • ITIL Foundation

EXPERIENCE & SKILLS:


  • Experience providing IT support.
  • Experience of MS AD and Exchange.
  • Experience of working within an ITIL support framework
  • Experience using an ITSM ticketing system.
  • Experience of a wide range of ICT solutions and techniques.
  • Working to SLA and KPI targets.
  • Strong attention to detail.
  • Ability to deliver a structured and effective approach to work.
  • Ability to work confidently and accurately under pressure.
  • Strong customer service skills.
  • Excellent verbal and written communication.
  • Ability to deliver to deadlines.
  • Ability to manage and balance competing priorities.
  • Excellent time management skills.

PERSONAL ATTRIBUTES:


  • Confident communicator.
  • Organised.
  • Team player.
  • Self motivated.
  • Embraces change.
  • An innovator and problem solver.
  • Desire to learn and share knowledge.
  • Empathy for others.
REF-201809
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