About the role:

Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.
Due to an internal promotion, we have an opportunity for a Systems Support Analyst to join the Transformation and Technology team, based in our head office in Doxford Park, Sunderland. The role is offered on a hybrid working basis; therefore, we are looking for candidates who can commute to our offices daily if required.
This is an exciting and rewarding role within a forward-thinking team who are always looking at innovative ways of delivering fantastic solutions within the business and evolving the sector at large. Reporting to the Senior Systems Analyst, the Systems Support Analyst will work alongside Systems Analysts and Product Owners. Working within the Applications 1st Line team the System Support Analyst will take ownership of allocated incidents, requests and problems ensuring they are managed and prioritised consistently. Including assigning and managing 3rd party incidents where appropriate. You will perform routine operational and housekeeping tasks to ensure that systems are kept up to date and highlight trends within Product support.

The role is subject to a basic DBS paid for by Gentoo.

Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers

Act as the first point of contact for Applications and Data support and maintenance for customer systems and process these in line with SLAs.

Take ownership of allocated incidents, requests and problems as 1st line support and ensure they are managed and prioritised consistently and solved within the agreed SLAs. Including assigning and managing 3rd party incidents for business applications where appropriate.

Ensure all incident, request and problem tickets include relevant information to action the ticket appropriately; whether that be to retain it at 1st line, assign to a 3rd party and/or assign to 2nd and 3rd line internally.

Ensure clear and consistent resolution of assigned tickets and communication with customers.

Work with the Senior Systems Analyst, identify trends and facilitate root cause analysis to improve service performance and end-user experience.

Perform routine operational and housekeeping tasks to ensure systems are kept up to date and check interface routines have run correctly, troubleshooting and escalating as necessary.

What we are looking for:

Demonstrable and proven problem-solving skills with a knowledge of a range of corporate software systems both 3rd Party and in-house.
Strong knowledge of Microsoft applications and an appreciation of databases.

Effective communication and presentation skills to enable effective training of colleagues on systems and processes.

Ability to multitask and manage multiple priorities.

Ability to communicate with both technical and non-technical stakeholders.

Customer-centric with excellent interpersonal skills and the ability to quickly build rapport with both internal and external customers to ensure that we continue to meet all of our colleagues’ expectations.


Some of our great benefits include:

30 days annual leave (plus bank holidays)
12.30 pm finish on a Fridays
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, well being therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.

Closing date:

07-Jan-2024

We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.

This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.