About the role
We have an exciting opportunity for a Senior Service Desk Analyst to join our IT Support Team in Oldham on a full time 35 hour per week on a permanent basis. We currently operate a hybrid working pattern, you'll work 2 days per week at Bower House, and 3 days remotely.
The successful applicant will support the 1st line technical services across the Guinness Partnership for all IT related incidents and requests. As this is a front-line role you will offer exceptional support to the members of the Service Desk, resolving straightforward problems at first contact through feedback and training. You will also maintain performance reporting, focus on process improvements, and conduct Quality assurance.
In this dynamic role you'll also be required support the other members of the Service Desk, manage multiple job queues and third-party supplier calls, ensuring that specific types of incidents or requests are assigned to the appropriate individual, team, or manager. Responsible for updating of the ITSMF tool and provide support with the objective of restoring normal service as quickly as possible.
What we're looking for
We're a customer-focused organisation so we know that how we do things is just as important as what we do. You'll not only be a skilled Service Desk Analyst, but you'll also have great customer service skills and a willingness to ensure customers queries are fixed on the first attempt. You'll also be able to demonstrate:
- Proven experience as a Service Desk Analyst or similar technical role.
- Excellent customer service skills.
- Proven ability to work methodically, define and obtain agreed procedures.
- Excellent prioritisation skills.
- Proven ability to provide accurate and clear responses to IT.
- Excellent knowledge of the Knowledge Management process.
- Able to maintain good supplier relationships.
- Excellent oral and written communications.
- Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
- Demonstrate the Guinness Behaviours.
Essential Qualifications:
- Educated to GCSE level or equivalent.
Interviews will take place: At Bower House, on Thursday 9th May & Friday 10th May 2024.
If you're interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.
INDTGP
About Us
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
