IT Support Analyst

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 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., We have an exciting opportunity for an IT Support Analyst to join our existing Service Desk team at Advance. The 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 endusers 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.

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

Do you have a valid Driving Licence license?, Do you have experience in SharePoint?, Do you have a GCSE?, * Administration of Microsoft 365

• Windows 11
• Windows Server 2016 2022 administration
• Azure Active Directory/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

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

We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits:

• Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours)
• Sector specific training is provided as part of induction plus opportunities for professional development
• Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more
• Long service awards payable in 5 year increments
• Golden Hello/refer a friend receive up to £500
• Cycle to work scheme
• Access to our Employee Assistance Programme
• Free DBS (Disclosures and Barring Service)
• Excellent opportunities to progress your career within Advance
• Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment)

Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support. You will be required to provide evidence of right to work. An enhanced DBS disclosure will be required for this role, the cost of which will be covered by Advance.

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., At Advance, Safeguarding is embedded in our organisational culture it's reflected in our values, our behaviours, and the way we work together. We believe that creating a safe environment is not just about compliance, but about cultivating trust, openness, and accountability at every level. As the organisation's Safeguarding Lead, Ryan Brummitt, Executive Director of Support, oversees our safeguarding arrangements and ensures that concerns are acted upon quickly, sensitively and in line with national legislation and local safeguarding procedures. We believe that safeguarding is everyone's responsibility. Whether you are a customer, family member, colleague or partner organisation, if you have any concerns about the welfare or safety of someone we support or of any member of our team please don't hesitate to get in touch. Ryan.Brummitt@Advanceuk.org Together, we can ensure that Advance remains a safe, supportive and inclusive organisation for all.