Job Description
About the role
We have an exciting opportunity for a 2nd 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.
You’ll also be responsible for building and configuring the End User Computing technologies (including Mobile, Desktop, Laptop, Thin Client, Tablets, and MS Office) and supporting Guinness’s 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.
What we’re looking for
We’re 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, you’ll have great customer service skills and a willingness to learn and want to make a difference. You’ll 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 you’re 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.
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.
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