Senior Service Desk Analyst
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
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: 19th 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.
About us
bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.
We are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership.
We work together with communities – to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.
All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.
We own or manage over 19,500 homes and over 500 staff.
Our vision and values
To build communities where people can live happily in a home they can afford.
Our values underpin the work that we do and are ingrained in our culture at bpha. We are looking for people who can share these values and translate them into day-to-day practices for the benefit of our communities, customers and fellow colleagues. So that we can realise our vision, together.
We are ambitious
We are better together
We show empathy
We take responsibility
Benefits
We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard.
That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.
- Holiday entitlement of 28-33 days a year, plus public holidays
- Contributory pension scheme
- Competitive pay
- Life assurance cover
- Private healthcare
- Mental Health First Aid
- Counselling service
- Eye tests
- Discounted gym membership
- Cycle to Work scheme
- Free annual flu jabs
- Wellbeing activities and events
- Free fruit and refreshments
- Long service award
- Annual staff recognition awards
- Discretionary reward scheme
- Annual volunteering day
- Social events, clubs and activities
- Breakout areas
- Onsite cafe/restaurant at headquarters
- Opportunities for professional training and qualifications
- Workshops and training sessions for new skills
- A fresh and modern eLearning platform
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