Location
London Borough of Islington

Hours
Full Time

Salary
£41,995 per annum

About the Role
At Notting Hill Genesis, technology plays a vital role in enabling our colleagues to deliver excellent services to residents. As an IT Service Desk Analyst / Service Support Analyst - 2nd Line Support, you will be at the heart of our IT support function, providing high-quality technical support and ensuring our colleagues can work effectively and efficiently.

Working within the Engineering team in NHG Digital, you will act as a trusted support partner, resolving technical issues, managing service requests, and delivering an outstanding customer experience. You will take ownership of incidents from initial diagnosis through to resolution, helping to maintain a reliable, modern, and fit-for-purpose technology service across the organisation.

This is an excellent opportunity for an experienced IT professional who enjoys solving problems, delivering exceptional customer service, and contributing to continuous service improvement.

Key Responsibilities
- Provide first-class IT support to colleagues across the organisation, ensuring a responsive and customer-focused service.
- Take ownership of incidents, problems, and service requests through to successful resolution.
- Use your technical expertise to diagnose and resolve issues efficiently, minimising disruption to business operations.
- Deliver solutions and workarounds within agreed service levels and performance targets.
- Contribute to problem management activities, identifying root causes and supporting permanent resolutions.
- Create, maintain, and share technical knowledge articles to improve team capability and support self-service.
- Use customer feedback and service insights to identify opportunities for continuous improvement.
- Collaborate with colleagues across the service desk and wider technology teams to ensure service excellence.
- Maintain accurate records and documentation to support effective reporting, governance, and service management.
- Support technology changes and service enhancements that improve user experience and business outcomes.

About Notting Hill Genesis
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and is one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline, employing around 1,800 employees.

We are committed to equality, diversity, and inclusion, actively monitoring workforce diversity and striving for equal representation throughout all levels of the organisation.

Experience
- Minimum 5 years' experience within an IT support or service desk environment.
- Proven experience of delivering outstanding customer service in a technology support role.
- Strong troubleshooting and problem-solving skills across a range of IT technologies and applications.
- Experience managing incidents, service requests, and problems within defined service levels.
- Experience creating and maintaining technical documentation and knowledge articles.
- Intermediate to advanced Microsoft Office and business systems skills.
- Strong organisational skills with the ability to manage multiple priorities effectively.

About You
- A proactive approach to continuous improvement and service excellence.
- Ability to communicate technical information clearly to both technical and non-technical audiences.
- Passionate, enthusiastic, and committed to delivering great service.
- Willingness to study towards a professional qualification if required.

Qualifications
- ITIL Foundation certification or equivalent.
- Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence.