Vacancies

Service Support Analyst

Main Responsibility

As a Service Support Analyst, you will be expected to generate reports from sources including Active Directory, analysing the outputs in MS packages and undertaking corrective action where appropriate. You will also generally be proficient in carrying out administrative duties.

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.

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.  

In terms of role location, there is a requirement to work from the NHG Kings Cross office for part of the working week. Over time this may change, and all applicants will be appointed on the understanding that they may be required to work from any of the NHG London offices.

Please note due to the urgency of the role the advert may close earlier should we receive a high volume of suitable candidates before the end date. Interviews will be conducted on a rolling basis.

The Ideal Candidate

• Excellent working knowledge in the following areas:
  • Windows PC, Mobile Phones, tablets and server operating systems
  • Microsoft Active Directory and network protocols
  • Azure admin
  • Office 365 admin
  • exchange Admin 
  • Business application and how they are used by the business
  • Security procedures and their implementation
• Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve
• Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution
• Good team management skills
• Exceptional Customer Service skills
• Excellent troubleshooting and problem-solving skills
• Excellent ability to transfer knowledge within a team
• General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
• Strong leadership skills
• Excellent communication both written & verbal
• Excellent time management & organisational skills
• Excellent understanding of operations and business priorities
• Ability to effectively manage service delivery through a 3^rd party supplier
• Excellent customer service experience, incl. compliment and complaint handling
• ITIL Certified
• Solid IT technical background & educated to degree level
• ITIL Foundation or equivalent

In return we offer:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme 
• Enhanced maternity, paternity and adoption pay - we offer enhanced maternity 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

Package Description

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 on a permanent basis who is interested in playing an active role in developing the team to ensure it provides a mix of exceptional customer service and effective technical support.

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 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 Black, Asian and Minority Ethnic colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage Black, Asian and Minority Ethnic 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.