1st-Line IT Service Desk Analyst – FTC job at Coventry Full Time

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

We are recruiting for a 1st-line IT Service Desk Analyst to join the team on an FTC until April 2027.

In this role you will be providing first line technical support, advice and guidance to our customers and internal users. Key to this role, you will ensure that all incidents and service requests are resolved or fulfilled in a timely and appropriate manner, so the successful candidate will have prior experience working on a service desk in a fast paced and varied environment. You’ll naturally have excellent customer service skills and experience dealing directly with customers and users. This is a shift pattern, hybrid working role, based out of our Coventry office 2-3 days per week (subject to business need).

This role is part of Corporate Services where you’ll help us give colleagues the support they need to be brilliant.

What you’ll achieve

• Work in a team of Service Desk Analysts, delivering first line Incident Support and Request Fulfilment services
• Ensure that all Incidents, Service Requests and other tasks assigned to you are resolved or fulfilled in accordance with SOPs
• Deliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment in accordance with relevant Asset Management processes
• Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base
• Proactively identify risks, and ensure that they are effectively managed such that all IT related Service Desk activities operate within a suitable internal controls environment.

What you’ll bring

Essential skills

• Experience working in a support role within a busy IT Technical Support environment
• Knowledge of and experience with hardware, software and mobile technologies
• Experience with a range of technologies, including the Microsoft stack, Active Directory, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, etc
• Demonstrable experience using service management toolsets
• Experience of diagnosis and rectification of faults

Desirable skills

• ITIL Service Management Foundation v3 Certificate or equivalent
• Qualifications and/or equivalent work related experience within a Service Desk support role
• Experience of configuration and installation of user IT equipment

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance – because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

• Online application
• Interview(s)
• Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.