IT Service Desk Level 2 Analyst Fixed Term

Join SNG, where innovation meets ambition. As we embark on our journey to transform digitally and create a modern, connected business, we're seeking talented individuals to drive our IT service excellence to new heights.

We are a leading housing association, striving to provide quality, affordable homes in happy, successful places. We have deep roots in the south of England, with over 84,000 homes total across SNG, with the addition of homes in London and Hertfordshire following our merger.

We have a Fixed Term opportunity for an experienced Service Desk Analyst to join our Tier 2 team until October 2024, working on-site between our Greenham, Basingstoke and other offices in the South.

Flexible on the shifts you work, which can be either 8am – 4.30pm, 9am – 5.30pm, or 9:45am – 6pm

Key Responsibilities:

• Provide second-line support, training, and advice to computer users, ensuring optimal performance of desktop computing and application systems.
• Take ownership of incidents and problems, ensuring timely resolution and effective communication with end-users.
• Mentor and coach junior staff members, contributing expertise to projects and initiatives.
• Collaborate with internal teams and external vendors to deliver exceptional service levels.
• Maintain accurate documentation and uphold procedures for technical resolutions.
• Represent IT at meetings and events, embodying our commitment to customer service and continuous improvement.

What we're looking for:

• Previous Service Desk experience, managing complex issues both hardware and software related
• Proficiency in ITIL Service Operations and relevant CIO tools and methodologies (e.g., M365, Cherwell,SharePoint).
• Strong stakeholder management and communication skills, with the ability to influence and motivate others
• Analytical and problem-solving abilities to drive decision-making and demonstrate outcomes.
• Willingness and ability to travel between SNG sites as needed

Your Benefits:

• £450 yearly flexible benefit allowance.
• Flexible working arrangements.
• 25 Days Holiday + Bank Holidays (increasing annually up to 30 days).
• Option to buy or sell holiday days.
• Generous matched pension scheme (up to 12%).
• Immediate life cover upon joining.
• Recognition scheme offering retail vouchers.
• Wellbeing discounts including gym memberships.
• Diverse range of additional benefits.

Join us in shaping the future of SNG's digital landscape and delivering maximum impact for our customers and people. To be considered, please apply now!