Job Introduction
Do you have a passion for delivering outstanding customer service whilst utilising your technical skills? Are you a natural coach with exceptional communication skills? We could have just the role for you!
We’re on the lookout for two Senior Service Desk Analysts to play a crucial role in ensuring a reliable and robust service desk experience for our customers. If you’re a technical expert, and a proactive problem solver with a passion for process improvement, we would love to hear from you.
About Yorkshire Housing
You can probably already tell that we’re not your typical housing provider! With around 20,000 homes (and more in the pipeline), we’re on track with our growth plan to build 8,000 new homes across Yorkshire.
We’re dedicated to creating exceptional customer experiences along the way and are on a mission to build a culture that prioritises excellence, innovation, and customer obsession.
Working as a Senior Service Desk Analyst, you’ll be a key part of the team providing first class technology support to colleagues across Yorkshire Housing. You’ll be pivotal in supporting the leadership team in embedding a culture which encourages and motivates colleagues to provide the best possible quality of work whilst also delivering fantastic customer service.
What will I be doing?
Reporting into the Service Desk Manager you’ll be the escalation point for analysts on technical queries. You’ll also be completing quality checks and will feel comfortable challenging colleagues when our standards haven’t been met. You’ll also offer coaching and mentoring to ensure we provide a top-notch service to colleagues across the organisation.
We’ve broken down some more of the key responsibilities here:
· Team Leadership: Lead and manage the Service Desk team, providing guidance, setting clear objectives, and fostering a collaborative environment to drive productivity and service excellence.
· Ticket Management: Ensuring service desk tickets are updated, progressed, and communicated effectively for prompt resolutions.
· Technical Escalation: Acting as the primary escalation point for Service Desk Analysts and handling issues relating to Hardware, Applications, SaaS, and AV equipment.
· Data Analysis: Assisting in the monitoring of information and data, including reporting on Service Desk performance.
· Continuous Improvement: Conducting quality assessments and applying feedback to drive service enhancements and ensure consistent performance improvements.
Operational Efficiency: Enhancing operational efficiency by automating repetitive tasks through scripts and workflows.
What do you need from me?
We’re looking for previous and proven experience in leading and managing a team of analysts, alongside experience in ITSM application. You should be able to adapt and be flexible to a changing and varied workload, whilst maintaining high concentration for routine tasks.
You’ll also need:
- Azure Active Directory diagnostic/sync issue experience
- Comprehensive IT experience, especially in MS products and technical software
- Scripting experience to automate tasks, processes and reporting using PowerShell or similar.
- Good written and spoken communication skills.
- The ability to successfully network with people and build highly effective working relationships.
It’s important to note that this role will require you to work from our Leeds City Centre hub one day per week.
Take a look at the Role Profile which has lots more details!
What’s in it for you…
This a full-time permanent role with a salary of £34,650 per annum, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
Now you’re really interested?
At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
We know that not all candidates will meet every single requirement. If you’re experience looks a little different from what we’re looking for and you think you can bring value to the role, we’d love to learn more about you so please apply!
If you require any additional support with your application, or have any further questions please contact our fab recruitment team via email at recruitment@yorkshirehousing.co.uk
The fine print
The closing date for applications will be Sunday 27th October 2024, but we might close it early if we get lots of great candidates, so don’t hang around.
If you’re applying for this role internally, you must inform your current line manager (it’s the right thing to do!).
