IT Support Analyst

Overview

Position: IT Support Analyst

Location: Leicester office (Meridian Business Park) with flexible/hybrid home working available

Hours

Salary: £21,736.50 - £24,464.67 Per Annum

Job

We regret to inform you that Advance is unable to accept any sponsorship requirements.

Would you like to work somewhere where you get to make a real difference every day?

We have an exciting opportunity for an IT Analyst ance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.

We have an exciting opportunity for an IT Support Analyst to join our existing Service Desk team  role is a great opportunity for somebody who would like to progress their career in IT. The successful candidate will provide desktop support to internal end users remotely across England with occasional site visits. The candidate is expected to learn quickly, use initiative and a willingness to work hard.

A current driver’s licence with access to a vehicle is essential for this job role - 45p per mile for the first 10,000 miles each year; and then 25p per mile after.

• First point of contact for end users contacting the Service Desk
• Customer focused first line support for hardware, software and network issues
• Accurately logging all calls and emails into the ticket system
• Respond and resolve tickets within Service Level Agreements (SLA)
• Deliver desktop support remotely with occasional visits to other Advance locations for onsite assistance
• Provide high levels of customer service with clear communication
• Take ownership of end user problems with the ability to problem solve effectively and use initiative
• Assess complexity of incident and service request tickets and escalate to second line support as appropriate
• Liaise with third party suppliers for the provision of services
• Able to produce documentation and training to end users to a high standard
• Be a team player that works well with others and can build rapports with end users

• Administration of Microsoft 365
• Windows 11
• Windows Server  administration
• Azure Active Directory/Active Directory
• SharePoint and One Drive administration
• Intune device administration
• Grade 4 or above Maths and English GCSE
• IT technical qualification (CompTIA A+ or similar)
• Worked in a customer service environment
• Excellent oral and written communication skills

We offer a flexible hybrid working approach, with 2-3 days at our Leicester office and the remainder of the week working from home.

Please read the attached job description and person specification for further information.

Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard.

We recognise that our people are our greatest asset and we’re passionate about making Advance a great place to work. We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations.

We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds.

All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff.