Help us keep our people connected, supported and productive every day.
We're looking for a customer-focused Senior Service Desk Analyst to join our ICT team and play a key role in delivering reliable, high-quality IT support. Working closely with colleagues across the organisation, you'll provide technical expertise, resolve complex issues and help ensure our systems and services enable teams to deliver the best possible service to our residents.
This is an exciting opportunity to combine technical knowledge with excellent customer service, supporting continuous improvement while helping colleagues stay connected and productive.
What’s in it for you.
In addition to the salary, we offer a number of benefits, including:
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High street discount schemes
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Health cash plans
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26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
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Flexible bank holidays take them when it suits you
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Car leasing scheme
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Hybrid working offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.
What you’ll be doing
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Provide advanced technical support and act as the escalation point for complex IT incidents and service requests.
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Diagnose and resolve issues across desktops, laptops, mobile devices, M365 applications and business systems.
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Manage incidents through to resolution, ensuring excellent communication and customer satisfaction.
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Support major incident management, including coordination, communication and post-incident reviews.
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Mentor and support Service Desk Analysts, helping to develop team capability and performance.
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Work with internal teams and third-party suppliers to resolve issues and improve service delivery.
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Support IT changes, upgrades, system rollouts and service transitions with minimal business disruption.
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Identify opportunities to improve processes, analyse service trends and contribute to continuous improvement initiatives
What we’re looking for:
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Degree in an IT-related discipline and ITIL Foundation certification.
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Experience in a senior Service Desk or second-line support role.
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Strong knowledge of Windows operating systems, Microsoft 365 and end-user computing environments.
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Experience with Halo Service Desk or similar ITSM/ticketing platforms.
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Knowledge of Active Directory, Azure AD, networking fundamentals and IT security principles.
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Excellent troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
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Strong communication skills with the ability to explain technical concepts to non-technical users.
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Experience mentoring colleagues, managing escalations and working within SLA-driven environments.
If specific qualifications are required, please upload them with your application to demonstrate your eligibility.
At PA Housing, we believe in respect, integrity, and accountability. Our work is about people not just properties and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email [email protected] - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
