Job Details

We have an exciting opportunity for an IT Analyst at Advance. Advance 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.

Key duties:

• 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 for end users to a high standard
• Be a team player that works well with others and can build rapport with end users

We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader.

Technical skills, knowledge and experience of the ideal candidate:

• Administration of Microsoft 365
• Windows 11
• Windows Server 2016 to 2022 administration
• Azure Active Directory and Active Directory
• SharePoint and OneDrive 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