Service Desk Analyst (Stratford, London)

Please click here for the role profileService Desk Analyst Role

Benefits include: Excellent pension plan (up to 6% double contribution) 28 days Annual Leave rising to 31 days with length of service Bank Holidays Westfield Health Cash Plan non-contributory life assurance up to 21 hours volunteering paid days lifestyle benefits Employee Assistance Programme and many more

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

*Previous Applicants May Not Apply* - (if prior applications were regretted within 12 weeks)

Join our Service Desk Team at L&Q:

A great opportunity has arisen for an experienced Service Desk Analyst. Working as part of a larger team the Service Desk Analyst is responsible for providing 1st line support for all L&Q colleagues in relation to technology issues and requests.

In this challenging but rewarding position at L&Q the duties of Service Desk Analyst include communicating with staff via various support channels including our ITSM tool Cherwell. Resolving IT equipment and application problems analysing information systems performance and maintaining accurate Service Desk records. You will provide a high level of customer service to end users virtually and face to face.

We arelooking for a customer service driven Service Desk Analyst who isknowledgeable efficient and willing to take ownership over their work.

You will join a large knowledgeable team who are passionate about technology whilst providing a first-class service to our users. Reporting into the Service Desk Team Lead the role will be specifically aligned to the Service Management function that sits within Enterprise Services and Security whose focus it is to provide exceptional service to all customers internal and external to the business.

If this sounds like you we would love for you to apply!

Your impact in the role:

• Provide frontline technical support across multiple business areas for all software applications and end user computing hardware.
• Work to agreed SLAs and KPIs using ITSM tools to prioritize resolve and reassign tickets as soon as possible after they are logged.
• Provide technical support service for incidents and requests reported via the ITSM toolset telephone MS Teams and face-to-face (including Tech Bar).
• Escalate when required for technical 3rd party &/or managerial involvement to ensure issues are addressed to a satisfactory quality and in a timely manner.
• Work collaboratively with other team members across technology.
• Demonstrate strong interpersonal and written skills.
• Demonstrate exceptional customer service in day to day work with those internal to the business.
• Apply approved diagnostic utilities to aid in troubleshooting.
• Perform troubleshooting and issue resolution activity at the end-user computing and back-end environments including but not limited to installing and upgrading hardware and software databases telephony desktops and mobile devices.

What youll bring:

• Previous Service Desk/Help Desk Experience.
• ITIL Foundation Level knowledge or Higher (desirable).
• Hands on knowledge / experience of MS Intune/Autopilot Azure AD Sharepoint Azure AD Mobile support for iOS/Android OS mobile devices.
• Experience of using ITSM tools such as Cherwell ServiceNow Service Desk plus Halo etc.
• Hands on knowledge of telephony including mobile devices and within Microsoft Teams.
• Well-organised approach to work planning and time allocation to tasks always providing great and efficient customer service and support to multiple business areas.
• Excellent communication (written and verbal) and interpersonal skills.
• Ability to explain technical issues to those with non-technical backgrounds.
• Excellent problem-solving skills with a focus on providing exceptional customer service.

If you require any reasonable adjustments at any stage during this process including application stage please email

About L&Q:

Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250000 people call our properties home and were proud to serve diverse communities across London the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework which outlines our core expectations and should be demonstrated at all times and all levels when representing L&Q.

At L&Q we know that diversity and inclusion make us stronger and theyre at the heart of everything we do.

When we recruit we look at what really matters: your skills experience and potential. Were proud to be recognised for creating an inclusive workplace. Were a Disability Confident Leader (Level 3) and weve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair transparent and consistent. Its all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.

Click here to find out more about L&Q and why you should join us!