Service Desk Analyst, Helpdesk Analyst, 1st Line Support

3 weeks ago

Easter Howgate Midlothian, United Kingdom Hanover Housing Association Ltd Full time €25,764 - €26,792

ICT Service Desk Analyst *Internal Applications Only*
Hanover has been successfully housing and supporting people in Scotland for more than 40 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. We proudly provide and manage a wide range of housing throughout Scotland that enhances our residents’ quality of life.
The provide first-line support, being the first point of contact, for ICT users experiencing difficulties using Hanover ICT systems, applications, and equipment. Meet quality and customer service standards including outstanding tickets (no more than ±2 days’ work with no incident over 2 weeks old, Service Level Agreement achieved and/or customer satisfaction 90%). Apply ITIL Framework principle and processes relating to requests, incidents, changes, and problems.
Receive and handles requests for service, via telephone and email. Provide prompt proactive, customer friendly service for users of ICT systems, applications, and equipment.
Correctly categorise, prioritise, and log ICT faults, incidents, and service requests. Logs incidents and service requests and maintains relevant records in service application.
Determine urgency, importance, category, and priority of the incident gathering as much information as possible for complex ICT faults and escalate them appropriately to second-line support specialist (technical engineer and application analysts) or contacting third party providers to resolve the issue.
Keep users informed of the progress of outstanding incidents and monitor overall SLA performance. Reporting regularly to ICT Service Manager highlighting any user dissatisfaction and delays in resolution. Urgently escalate any suspected security incidents to an ICT manager.
Responsible for maintaining information systems such as user accounts, system rights and desktops. Maintain an accurate asset database of customers and equipment.
Reviews, proposes changes to, refines and implements policies and procedures on the use and successful functioning of the IT service desk in line with the ITIL framework. Perform proactive tasks including checklists and basic diagnosis on ICT faults. This includes proactive monitoring of services, working through maintenance checklists and run tools verifying operational efficiency and security of ICT environment.
Provide end-user support and assistance for Windows desktop and Microsoft Of Provide basic-level user based training and coaching following installation of desktop and peripheral equipment (raising user awareness of additional support materials and knowledge base).
Maintain and develop good communications with all members of the ICT Team and other third party providers.
Competitive Salary & Pension Options
Access to our new Hanover Perks platform which includes high street discounts, health cash plan and fuel card
Cycle to work scheme
Tech Scheme
Family friendly policies
Health and Wellbeing support networks including Mental Health First Aiders and a 24/7 GP helpline.
Ongoing ‘on-the-job’ training and Continuing Professional Development (CPD)
We care about one another whilst taking pride in the service we offer. You will be working in a company with a strong identity and with the guidance and support of experienced Managers, you will be able to further develop in your career.
Interviews will take place face-to-face in our Edinburgh office.
Hanover is an equal opportunity and disability confident employer.
Hanover (Scotland) Housing Association Ltd

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