ABOUT US The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. JOB DESCRIPTION About the role We have an exciting opportunity for a 2 nd Line Support Analyst to join our IT team on a permanent basis at our Oldham office. Our working style is hybrid, which offers the opportunity to work 5 days from home 1 week and 5 days in the office the next, on a rota basis. The initial training period will be full time in the office for a 4-week period. The successful candidate will Deliver 2nd line technical support of Incidents and problems within the End User Computing Services, providing swift Return to Service for business users and services carrying out Root Cause Analysis and identifying appropriate solutions. Youll also be responsible for building and configuring the End User Computing technologies (including Mobile, Desktop, Laptop, Thin Client, Tablets and MS Office) and supporting Guinnesss IT Change Management processes to protect the Live IT estate. You will implement and monitor service improvements and develop the capability of others to improve first line fix and customer satisfaction scores through coaching and mentoring. For a full list of key responsibilities please review the attached role profile. What were looking for Were a customer-focused organisation so we know that how we do things is just as important as what we do. To be a success in this role youll have great customer service skills and a willingness to learn and want to make a difference. Youll also be able to demonstrate: Proven knowledge in the latest Microsoft End User Computing technologies (e.g. Windows, Mobile, Desktop, Laptop, Thin Client, Tablets and MS Office). Excellent prioritisation skills and can handle a number of tasks at once. Experience operating within an ITIL environment. Good knowledge of IT services delivered within a corporate environment. Knowledge of Incident, Problem, & Event Management. Able to maintain good supplier relationships. Excellent oral and written communications. Excellent knowledge of Microsoft Office. Essential Qualifications: Educated to Level 2 GCSE, Grade 4/C or above (or equivalent) Desirable Microsoft accreditations (MSCE) or equivalent CITRIX certifications (CCA-V) ITIL Foundation Certificate Interviews are due to take place week commencing 3rd March 2025 via teams. If youre interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile. Benefits Holidays: We offer 25 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days). Competitive Pension Scheme: We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions. Benefits Portal: We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping. Performance Pay: Annual Performance Score bonus subject to eligibility Life Assurance: For peace of mind Guinness provides three times salary life cover in the event of your death Health Plan Options: There are a couple of health care schemes available depending on the post grade VDU/DSE: Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work Additional benefits include: Access to the Finance wellbeing portal Professional subscription annual payment Travel season ticket loan Car lease scheme