Senior Service Desk Analyst
Bedford (Hybrid)
£34,295 per annum
Full time (37 hours per week)
Permanent
Our residents, shared owners and leaseholders are at the core of everything we do at bpha. With every employee playing an important part in ensuring we continue to provide them with excellent customer service and maintaining our role as a responsible landlord. We are currently looking for an experienced Senior Service Desk Analyst to join our Service Desk team. This is a hybrid role based between home and Head Office at Bedford Heights, with occasional need to attend some of our other sites.
What you will be doing:
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Providing 2nd line support to circa 500 internal customers, assisting them with hardware and software problems via telephone, email and face to face.
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Point of escalation for requests including logging, assigning, prioritising, resolving and escalating calls to 3rd Line where necessary.
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Document known errors and work to help Problem Manager in investigating and resolving problem records.
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Project Managing both Software and Hardware deployments
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Vulnerability management (patching) of hardware estate, including Mobile devices
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Looking at ways to continuously improve customer satisfaction across the business.
We’d love to meet someone with:
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Proven experience within a 2nd Line / helpdesk / desktop support role.
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Technical admin experience with Active Directory, Azure, Windows 10 & 11, Office 365 and Exchange.
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Knowledge of ITIL.
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Ideally has certification in Microsoft A+ (D)
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Excellent communication skills, both written and verbal/attention to detail.
Amongst what we offer you is:
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A competitive salary
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28 days holiday PLUS Bank Holidays
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A generous contributory pension scheme
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Private health care
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Free life assurance
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Access to an extensive suite of wellbeing services and tools including a digital gym
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Opportunities for learning and development
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Discounted gym membership
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Retail discount scheme
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Hybrid working
Please note the successful candidate will need to complete a basic DBS application
Closing date: 9th April 2025
Interviews will take place throughout the recruitment campaign
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible