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Freebridge Community Housing

Not-for-profit social housing provider and landlord

ICT Senior Service Desk Analyst

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeKing's Lynn, UK£35.5k /yr

About the Job

Requirements

  • At least 2 years’ experience in a customer service and technical support environment.
  • Experience troubleshooting the Microsoft 365 platform and Active Directory, including SharePoint and Power Platform.
  • Experience with basic networking principles and troubleshooting.
  • A basic understanding of cyber security principles and GDPR.
  • Experience with asset tracking, documentation and procurement, and working within an IT service management ticketing system.
  • The ability to engage confidently with colleagues at all levels, influence best use of systems, and represent ICT as a first point of contact on business changes.

Responsibilities

  • Diagnose incidents and problems to deliver a right-first-time resolution, and support operating system upgrades using troubleshooting skills across hardware, software and network issues.
  • Take ownership of requests, plan and prioritise workload, accurately record information in HaloITSM, and create and manage change management requests.
  • Keep customers informed of progress, provide advice and guidance, meet performance targets, and produce monthly performance indicator reports, including customer satisfaction surveys, for the Service Desk Team Leader.
  • Build working relationships with colleagues, second-line ICT support and third-party suppliers to support continual improvement; create and maintain Knowledge Base articles; and keep own knowledge and skills up to date.
  • Manage the hardware lifecycle, including procurement, setup and installation of desktops, laptops, tablets, smartphones, printers and audio-visual equipment; maintain the server room and asset register; and arrange safe disposal or donation of redundant hardware.
  • Set up new users, including log-on, email, network and printing access, and leaver processes in line with cyber security standards; support end user training and workshops, such as Microsoft 365; and manage mobile devices through MDM and cloud technologies.
  • Support the wider ICT and Facilities teams to keep systems and services running smoothly, help maintain standards such as SDI, Cyber Essentials and PCI, and represent the service desk at team and department meetings.

About the Company

Freebridge Community Housing

Not-for-profit social housing provider and landlord

Freebridge Community Housing provides affordable, not-for-profit social housing by owning and managing about 7,500 homes in West Norfolk, including 17 sheltered schemes, and acting as the landlord, handling tenancies, rent collection, and property maintenance. It funds its activity by investing in its stock and via its subsidiary Bridgegate Homes, and has secured £40 million to deliver 625 new affordable homes by 2027 and boost energy efficiency. The organization also runs community centres and a Community Fund, offering tenancy support and advice on money, benefits, and wellbeing. Its approach blends housing management with neighborhood regeneration—originating from a tenant-led stock transfer—and emphasizes community development to raise living standards.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Lichfield, United Kingdom
Founded
2006

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