Job Introduction

Service Support Analyst – 2nd Line

Salary: £32,253 to £35,837

Contract: Fixed Term Contract – 6 months

Hours: 35 hours per week

Location: Kings Cross, Hammersmith & Remote Working

The Service Desk within NHG is a key part of the service model that the IT Department has recently transitioned to.

We are looking to recruit a Service Support Analyst interested in playing an active role in developing the team to ensure it provides a mix of exceptional customer service and effective technical support.

Main Responsibility

Service Support Analyst staff within NHG need to have excellent communication skills. These skills will enable the post holder to engage with customers effectively capturing and diagnosing IT faults or requirements. The post holder will use the information they capture to generate accurate incident or service request records, the quality of these records will enable IT colleagues to resolve them within our Service Level Agreement (SLA).

In terms of role location, the Service Support Analyst will be required to work from any of the NHG Offices including providing remote support.

The Ideal Candidate

As a Service Support Analyst, you will be expected to demonstrate previous experience successfully, delivering in a customer focussed business, with high levels of customer satisfaction, experience in the support of complex IT Systems in a complex environment.

The Service Desk team will be required to operate to SLAs and Key Performance Indicators in terms of call handling, records generated, and records resolved at first line. The team is required to resolve incidents and provide effective IT guidance to customers. We, therefore, require analysts to have a good foundation of technical knowledge, ideally ECDL or above, and an ability to apply their knowledge practically.

Within NHG we have recently started using Service Now as a service management solution so previous experience of this would be an advantage.

In terms of technology, NHG utilises a range of bespoke applications and we will work with the team to build their knowledge on supporting them. The IT team is currently working to ensure all NHG staff use Microsoft Office 365 so experience of supporting this model would be an advantage. Equally experience of working in Active Directory, network protocols, In-Tune, Auto-Pilot, SCCM and Asset Management is essential for this post.

NHG IT is seeking to embed ITIL practices throughout the department, processes and procedures so experience of working within ITIL and / or ITIL qualifications would be an advantage.

For further information or an informal conversation regarding the role please contact Tom Bullock 07384 798 495 In return we offer a competitive salary, generous annual leave, health cash plan, season ticket loan, life assurance and a generous contributory pension offer as well as other benefits packages.

The appointed candidate will join on the starting salary which will increase to £35,837after successful completion of probation. To apply for this role, please upload your CV and supporting statement. Please note a supporting statement is not a cover letter. You will need to address the behaviours and essential criteria listed on the role profile and provide examples of how you demonstrate these skills. Please focus on any examples of IT Support, Customer Service and Report Analysis/Support.

Please see the Role Profile for further details. You can request this from our Recruitment Partner – Retinue Solutions if the document/link is not showing on this job board.

Interested? Applications for this role close on Friday 07 October 2022.

About the Company

Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.

Our people

We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.

Our pledges

We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic (BAME) diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.

We have under-representation of BAME colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage BAME candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.

We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation’

To find out more about Diversity and inclusion at NHG, please visit our website

Attached documents

  • Colleague Expectation and Levels document
  • Service Support Analyst Job Profile

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