IT Support Engineer

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Posted 7 days ago United Kingdom Salary undisclosed
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Job Description

London Bridge (2 days office-based, 3 days working from home)

£20,185 - £25,000

We are looking to recruit a 1st Line Service Desk Analyst.

We are one of the UKs largest housing providers, working across London, and the South East. With more than 100,000 customers, IT delivery is crucial in ensuring we provide everyone with a 1st class customer experience. Our IT team requires individuals who are open to dealing with real issues, can identify new ways of solving problems and encourage best practice from others.

As a 1st Line Service Desk Analyst, you will deliver a responsive, efficient and seamless support service by being the first point of contact to our customers, providing them with the appropriate support.

You will also support the Desktop teams when workload demands in order to maintain outstanding service and responsiveness to our customers.

Key Responsibilities of a 1st Line Service Desk Analyst

  • Act as an instant and accessible point of contact for all incoming IT related issues.
  • Gather appropriate information from customers in order to comprehend issues, queries or complaints.
  • Work to SLA thresholds for incidents, requests and problems.
  • Managing several open Incidents/Problems and mini projects simultaneously.
  • Use our software applications to diagnose and resolve problems where possible.
  • Ensure that all hardware requests are logged correctly.
  • Process all new starter and leaver requests as per departmental procedures.
  • Process all setup and change processes as per departmental procedures.
  • Ensure confidentiality of all users and customer data at all times.
  • Give users guidance regarding the IT security policy.
  • Work closely and in collaboration with 2nd line and our Product Teams.
  • Escalate calls to appropriate individuals and or teams as necessary.

Skills and Experience Required

  • Knowledge or experience or resolving basic IT issues
  • Customer service skills


  • 35 hours a week between 7:30 am to 6:00 pm, Monday to Friday (7:30 am shifts are WFH)
  • A fantastic pension
  • Life assurance
  • 26 days annual leave plus bank holidays
  • An award- winning flexible benefits package
  • Volunteering days

Diversity and Inclusion is integral to us as a social business. We strive to build and nurture a culture where inclusiveness is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences and we are committed to cultivating an inclusive workplace, reflecting our customer profile where everyone is proud to be unique.

Closing date: 2nd October 2022