IT Service Desk Analyst / Service Support Analyst - 2nd Line Support

At Notting Hill Genesis, technology plays a vital role in enabling our colleagues to deliver excellent services to residents. As aIT Service Desk Analyst / Service Support Analyst - 2nd Line Support, you’ll be at the heart of our IT support function, providing high-quality technical support and ensuring our colleagues can work effectively and efficiently.

Working within the Engineering team in NHG Digital, you’ll act as a trusted support partner, resolving technical issues, managing service requests, and delivering an outstanding customer experience. You’ll take ownership of incidents from initial diagnosis through to resolution, helping to maintain a reliable, modern, and fit-for-purpose technology service across the organisation.

This is an excellent opportunity for an experienced IT professional who enjoys solving problems, delivering exceptional customer service, and contributing to continuous service improvement.

Locations: Time split across the following offices: 1 week in (King’s Cross Office) Bruce Kenrick House, 2 Killick Street, London N1 9FL and 1 week in (Chelmsford Office) Frederick Chancellor Building, Victoria Road South, Chelmsford, CM1 1LM.*

• This may be subject to change depending on the business needs.

How you’ll do it

• Provide first-class IT support to colleagues across the organisation, ensuring a responsive and customer-focused service.
• Take ownership of incidents, problems, and service requests through to successful resolution.
• Use your technical expertise to diagnose and resolve issues efficiently, minimising disruption to business operations.
• Deliver solutions and workarounds within agreed service levels and performance targets.
• Contribute to problem management activities, identifying root causes and supporting permanent resolutions.
• Create, maintain, and share technical knowledge articles to improve team capability and support self-service.
• Use customer feedback and service insights to identify opportunities for continuous improvement.
• Collaborate with colleagues across the service desk and wider technology teams to ensure service excellence.
• Maintain accurate records and documentation to support effective reporting, governance, and service management.
• Support technology changes and service enhancements that improve user experience and business outcomes.

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential:

• ITIL Foundation certification or equivalent.
• Minimum 5 years’ experience within an IT support or service desk environment.
• Proven experience of delivering outstanding customer service in a technology support role.
• Strong troubleshooting and problem-solving skills across a range of IT technologies and applications.
• Experience managing incidents, service requests, and problems within defined service levels.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Experience creating and maintaining technical documentation and knowledge articles.
• Intermediate to advanced Microsoft Office and business systems skills.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• A proactive approach to continuous improvement and service excellence.

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.