ICT Service Desk Analyst

£25,787 per annum
16 Apr 2021
27 Apr 2021
Full Time
Organisation Type
Housing association / RP

The opportunity

Technology is a cornerstone for Yorkshire Housing’s ambitions to become the most innovative housing organisation in the country. To help us get there, we need excellent foundations in place and to help us we are recruiting for a  superb ICT Service Desk Analyst to provide support for ICT users by resolving service requests, incidents and problems along with carrying out the vital admin of our ICT systems. 

You might think of Yorkshire Housing as ‘just’ a housing provider, but we’re so much more than that. Yes, we own and manage nearly 20,000 homes (and counting) across Yorkshire and make it possible for current and future customers to have a place they’re proud to call home,  but we’re also all about making a positive difference in people’s lives.  Whether that’s helping people get on the property ladder, supporting with money coaching or enabling our older customers to continue to live independently. And to do that, we need to recruit and keep the very best people. 

What you’ll be doing? 

As an ICT Service Desk Analyst you’ll be working closely with other ICT teams, Yorkshire Housing colleagues and external contacts as appropriate providing technical expertise and guidance from a central service desk function.   The variety of activities will include: 

  • Creating and improving knowledge base articles enabling user self-service.  

  • Monitoring assigned incidents and service requests to ensure that they are tracked, resolved and service restored in line with SLA’s. 

  • Performing installation/configurations of a range of devices and networking equipment 

  • Providing users with network access and appropriate application/systems access along with required maintenance 

  • Performing routine distribution, documentation, installation and upgrade of client applications 

  • Maintaining ICT records 

  • Maintaining competence in a range of computer hardware and software used 

  • Being aware of new and emerging technologies to contribute to ICT development  


The stuff that sets you apart? 

To be successful in this role, you’ll need a good standard of general education to GCSE level and a good understanding of Microsoft Windows operating systems. You’ll be skilled in the use of a range of standard ICT applications including Microsoft Office: Word, Excel, Outlook. 

You’ll have experience of providing an excellent level of ICT support and detailing various issues. 

You’ll be a good communicator with strong interpersonal skills.  This will include the ability to explain technical issues to non-technical users. You’ll be organised, comfortable meeting deadlines, working as a team and to your own initiative . 

A full UK Driving License and a vehicle suitable for business use is required due to the need to sometimes travel around our sites in Yorkshire and support end-users. 

Ideally, you’ll also have a degree level or equivalent qualification in an ICT related subject and relevant vocational qualifications and ITIL Foundation Certificate. It would also be great if you have experience of working in a structured delivery and change management environment with a good understanding of a range of ICT devices, software applications, networking and infrastructure. 

Please note requirements here are not exhaustive, full details included on the attached role profile. 

What’s in it for you? 

In return we offer £25,787 for a 35-hour week, 25 days annual leave (raising annually to 30 days) plus Bank Holidays. 

We also provide a reward package to suit everyone – from a variety of retail discounts to a contributory pension scheme where we will match your contributions up to 9%! As well as our great benefits and a fantastic work environment, we’re also a company that cares about its employees and its customers. 

The Finer Print 

Please note if you are applying for this role internally you must inform your current line manager . 

Due to the nature of this role, you must be able to commute regularly around the Yorkshire region to carry out service/support based activities at our sites.