Digital Support Analyst
Location: Grimsby, DN31 2LJ
Salary: £31,754.10 per annum
Are you passionate about IT, Customer Service and enjoy a challenge?
If the answer is yes, then our client would love to meet you.
They're looking for a Digital Support Analyst to join their existing team in the Grimsby office .
As Digital Support Analyst you will be providing 1st Line support to users of IT equipment and systems within the organisation in a customer effective manner.
To provide first line support of IT and related services to internal customers within agreed service levels with a constant focus on customer service and satisfaction.
What is the company like to work for?
They're a local housing association with their roots firmly fixed in their Grimsby and Boston communities, emphasised by the presence of the vans and that many of their colleagues were born in the same areas that they serve. This gives the teams an additional sense of purpose to improve the lives of the customers.
There is a strong sense of togetherness across the organisation, their culture encourages accountability, cross-departmental collaboration and they welcome the opportunity to improve through feedback.
Here at the company they are passionate about supporting their colleague and career progression.
They're committed to creating great homes and strong communities. Their vision for Equality, Diversity and Inclusion is to be an open, inclusive organisation that recognises and respects all their communities and supports everyone to thrive.
What additional benefits will I get from working for the company?
- An employee wellbeing package worth up to £1200 annually through their benefits partner Westfield Health
- Discounted Shopping Vouchers through Westfield Health
- Opportunities to learn new skills and knowledge through their fantastic corporate training programme
- A superb employer salary sacrifice pension scheme with up to 12% paid by the company
- 24 holiday days a year pro rata (plus bank holidays) which will increase by 1 day per year for the first five years of service
- The ability to earn additional holiday days through full attendance
- Mental Health First Aiders across the business, let's be there for each other!
- Career Development & Encouragement
What will I be asked to do as a Digital Support Analyst?
- To provide first line support of IT and related services to internal customers within agreed service levels with a constant focus on customer service and satisfaction.
- To carry out IT inductions to new starters including the roll-out of their IT equipment
- To ensure their IT asset register is accurately maintained
- To resolve reported Incidents to the customer's satisfaction, using approved methods, tools and procedures and in accordance with published KPI's and internal SLA's.
- To accurately diagnose, record, classify, prioritise and assign unresolved incidents (using agreed Incident Management and Service Desk processes) in order to provide the best possible outcome for the customer.
- Liaise with external suppliers in order to resolve incidents and report any contractual issues such as breaches of Service Level Agreements (SLAs).
- Creation of user accounts, permissions and security levels in order to ensure that users have access to the relevant systems
- Provide administrative support to the team.
- Provide telephone cover on the IT Service desk queue, Monday to Friday 08:00 to 17:00, (covered between the team).
- Provide IT support from both the Boston and Grimsby Offices regularly.
What skills, attributes and experience will I need as an Digital Support Analyst?
- Effective customer service skills - customer and outcome focused
- Methodical approach to problem solving
- Ability and willingness to learn
- The ability to respond to routine queries
- Technical knowledge in supporting Windows domain, Azure/Active Directory services
- Supporting MS365 applications
- Minimum of 12 months working in a customer focused environment
- Strong team working ethic
Skills and Experience that would be desirable as a Digital Support Analyst.
- Experience working in a housing related organisation
- Experience of Housing Management Systems
- ITIL v3 Foundation Certificate in IT Service Management certification
- Experience in Door Access systems
- Service Desk Institute Service Desk Analyst certification
Career Progression
They are committed to investing in the development of their employees to enable them to realise their potential. There are many opportunities that the company will provide you with to enhance your skills and assist in your career progression. They measure their success within this area by the number of internal promotions that they can achieve and that they are able to retain their best talent.
The natural career progression routes that would be applicable to your role are:
Lead Digital Support Analyst and Service Delivery Manager
To Apply
If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.