Service Desk Support Analyst

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Job description

On behalf of Homes England, we are looking for a Service Desk Support Analyst (Inside IR35) for a 6 month contract based in Newcastle 3 days a week in the office.

Following the publication of the government's Levelling Up White Paper, Homes England has also been tasked with a core role in spearheading regeneration, partnering with places to reduce economic disparity, empower local leaders and create equal opportunities across the country to ensure communities reach their full potential.

As a Service Desk Support Analyst, you will play an important role in the Digital Service Desk team. You will be joining our friendly and experienced team, who are committed to making positive change in how we support our colleagues within Homes England.

The role will entail:

*Methods used for delivering service and support to colleagues on Digital products via Service Desk calls, Self Service, Microsoft Teams, Emails and face-to-face from a Digital Help Point.

*Incident Management: The Service Desk manages and resolves incidents (unplanned disruption) that impact normal service operations. This includes Incident identification, incident logging, incident categorisation, incident prioritisation, impact prioritizing actions, and deploying appropriate resources for resolution.

*Request Fulfilment: Colleagues can request services or assistance through the Service Desk. Whether it is setting up a new device, adding someone to a distribution list, or addressing other IT-related needs, the Service Desk manages these requests.

*Asset Management: Manage the full lifecycle of IT assets via our ITSM tool, ServiceNow to help the organisation, manage risks, control costs and maximise value

Job accountabilities and responsibilities

*Work with the Digital Support Management team to establish a best-in-class Digital Support operation underpinned by industry standard ITIL processes.

*To provide exceptional standards of support to all customers/colleagues and support a variety of services, products and platforms. This will be achieved by acting in both a proactive and reactive manner ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

*Work with Digital Support Management team to instil a user centred culture along with quality data that keeps users up to date with their queries.

*Empathise with end users and build rapport, working purposefully to identify user needs and action accordingly. A strong customer focus and a passion for helping others using technical and non-technical language.

*Log all incoming calls to the Service Desk. Ensure that information is accurately recorded in the service management tool, Service Now. Ensure all incidents are assigned to the correct resolver teams.

*Incidents, requests, and problems are managed in line with agreed IT Services processes. Ensuring the quality of data adheres to asset/incident/request management processes. Contribute to the Problem Management team as and when required.

*Work with Digital Support Management team to ensure new projects and processes are transitioned successfully into live operations.

*Build and provision Surface and Apple devices whilst adhering to asset/incident/request management processes.

*Have a history of good time management with the ability to manage workload effectively. Plan and prioritise work to ensure that deadlines and targets are met.

*Project work as well as BAU to identify continual improvements and best practices. Take part in testing of new products which contribute to project work. When required represent the service desk at team/departmental meetings.

*Develop and maintain knowledge and skills. Provide basic in-house training to keep customers/colleagues up-to-date with new processes, procedures and developments.

*Contribute to the knowledge base. Identify potential areas for improvement.

*Work with your line manager to identify and plan your personal development. Attend and document appropriate technical and development activities.

Person Specification

*Experience supporting Office 365, Microsoft Teams, Windows 10/11, Microsoft Intune, Azure Active Directory and Apple iOS.

*Experience supporting Microsoft Surface Laptops/Pro's and Apple iPhones and iPads devices.

*We are seeking an individual who has worked in ITIL framework environment along with excellent understanding and demonstrable experiences. Ideally you have an ITIL 3 or 4 foundation certification.

*Demonstrable experiences and working knowledge with ITSM tools to seek continual improvements with IT service processes, automating workflows, and ensuring efficient service delivery. Ideally have experience with Service Now would be an added advantage.

*You will be an excellent communicator with influencing, conflict resolution and negotiation skills along with a proven record of having a strong customer focus and a passion for helping others.

*Demonstrable ability to explain the cause and effect of technical issues, and steps to resolution in non-technical language.

*Experience in creating knowledge base documentation to reflect existing systems and processes; also ensuring that documentation is maintained and kept up to date.

Key Competencies

*Networking and Influencing - A requirement to work effectively under stress and pressure at busy periods and maintain resilience during times of high workload and when working to deadlines.

*Communication - You should demonstrate effective communication skills and adapt your style and method when dealing a variety of situations. Communicating with colleagues in person and over the telephone is a large part of the role and getting across solutions in a non-technical way is important.

*Analysis and Planning - You will be required show a high level of personal organisation in order to manage your workload and in turn meet our deadlines and service level agreements.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, Homes England guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply.

Armed Forces Covenant

Homes England guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".

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