Job Introduction
What you’ll do
Notting Hill Genesis, one of London's largest housing associations, is seeking a Service Desk Analyst to join our thriving IT team on a 12-month fixed-term contract. As a Service Desk Analyst, you’ll be the first point of contact for NHG’s IT support, delivering efficient solutions that keep our teams running smoothly. This role is crucial in maintaining high customer satisfaction, resolving technical issues, and ensuring seamless access to systems that empower our mission to create thriving communities.
The Service Desk Analyst will be primarily based at our head office in Kings Cross with occasional travel to our offices in Hammersmith and Chelmsford.
How you’ll do it
- Technical Support: Provide first-line troubleshooting for hardware, software, and network issues, resolving problems like Microsoft Office glitches, PC configurations, and access management.
- Customer Engagement: Respond to queries via phone, email, or ServiceNow, offering clear guidance and escalating complex issues to second-line teams when needed.
- Incident Management: Prioritize and document incidents, ensuring resolutions align with SLAs and monitoring performance metrics for continuous improvement.
- Knowledge Sharing: Maintain and update knowledge bases with solutions to common issues, supporting colleagues and streamlining future problem-solving.
- Asset Management: Track IT assets (laptops, desktops, mobiles) through their lifecycle, from setup to end-of-employment processes.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
We’re seeking a Service Desk Analyst who thrives in fast-paced environments and embodies NHG’s values of compassion, dependability, and inclusivity. You’ll bring:
Essential:
A degree in a related field
Experience in a service desk or telephone support role, with proficiency in ServiceNow or similar ticketing systems.
Strong troubleshooting skills for Microsoft Office, Outlook and basic PC hardware/software configurations.
Excellent communication skills, with the ability to explain technical issues to non-technical users.
Desirable:
- Familiarity with Active Directory, Office 365, and remote support tools.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff. For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now! Closing date is 29 April 2025
Step 2: Successful candidates will be invited to interview and assessment
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
