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IT Service Desk Analyst

Employer
Habinteg
Location
BD11 1DR, Bradford
Salary
£24,411
Closing date
5 Mar 2024

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Function
Corporate Services, IT
Seniority
Assistant / coordinator
Contract
Permanent
Hours
Full Time
Organisation Type
Housing association / RP

Job Details

Job description

Post: IT Service Desk Analyst

Reporting to: Senior IT (Operations) Engineer

Managing:      n/a

Purpose of job

Assisting the IT team in the effective operation of the Information Technology function, administration of services, project work and provision of support to the Associations’ staff, by a combination of telephone, remote access and personal visits. 

Main responsibilities

  1. To provide high quality customer service to internal customers for all technical challenges and/or engage and enable second and third line (external) support providers to resolve issues;
  2. Record and manage service desk incidents and requests, ensuring SLA resolution targets are met;
  3. Complete the initial diagnosis of all incidents and escalate where required;
  4. Follow documented processes and procedures, updating as necessary;
  5. Log calls with IT service providers, on behalf of customers;
  6. Provide support and assistance over the phone, in person and through the use of remote support tools;
  7. Deploy computers, laptops and handheld devices to defined standards;
  8. Reset passwords using agreed procedures to maintain system security;
  9. Encourage, train and support customers in the use of IT systems as appropriate;
  10. Maintain accurate records relating to company assets and software licences;
  11. Monitor and respond to alerts and incidents arising from monitoring tools and systems and escalate where required;
  12. Participate in team meetings and report on common issues or unresolved problems;
  13. Ensure all IT documentation is kept up to date;
  14. To support and participate in project work and change activities;
  15. To undertake administrative duties to support the Information Technology function;
  16. To undertake other duties appropriate to the grade of the post that the business may request;

General

  1. To act at all times in accordance with Habinteg’s behaviours and published policies and procedures;
  2. To maintain high standards of probity and confidentiality;
  3. To ensure that the requirements of the General Data Protection Regulations are complied with in carrying out the duties of the post;
  4. To take personal and collective corporate responsibility for health and safety;
  5. To attend training, supervision, appraisals, team meetings and staff conferences as required;
  6. To be conversant with Habinteg’s operations, business practices, corporate goals and strategies;
  7. To take on any other duties as may be required that are commensurate with this role.

Company

Habinteg is an equal opportunities employer aims to be an employer of choice. We offer a comprehensive and person-centred employment package to our staff. This includes:

  • Flexible approach to working week including full-time, part-time and job-sharing possibilities.
  • Annual interest-free season ticket loan.
  • Welcoming, accessible work environments.
  • Training and development programme including study leave.
  • Ethical pension scheme from the Pensions Trust.
  • Secondment opportunities.

Being open and honest about our performance is an essential part of our culture. This is why we place importance on independent assessment of our organisation as an employer. We are proud to hold a Gold Standard Investors in People accreditation.

Habinteg has been a leading provider of affordable accessible homes for over 40 years. A third of the homes we provide are designed to wheelchair standard and our schemes – from Tyneside to Cornwall - provide sustainable, inclusive neighbourhoods for disabled and non-disabled people to share and enjoy.  We are champions of the Lifetime Homes Standard and have recently welcomed the Centre for Accessible Environments (CAE) on board as a subsidiary. In our five year business plan we commit to sharing our expertise and influencing policy so that society includes disabled people with a places to live that meet their needs and maximise independence.

Habinteg acknowledges its responsibility and commitment to the communities in which it works and recognises that in society certain groups and individuals are discriminated against. Therefore, Habinteg is committed to taking positive action to help redress the effects of unfair discrimination and disadvantage in order to ensure equality of opportunity becomes an integral feature in all of its activities. This includes:

  • The provision of housing and services
  • Recruitment, employment and training
  • Housing development and contractors
  • Governing body and management committees
Company info
Website
Telephone
020 7822 8700
Location
Habinteg Housing Association Chapman House Unit 1
Adwalton Business Park 132 Wakefield Road
Drighlington
Bradford
BD11 1DR
United Kingdom

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