Senior service desk analyst

What we’re looking for: Do you have experience working with ServiceNow and Major Incidents? Developing reports, interpreting data, making decisions, and conveying insight and recommendations to improve service outcomes is something that you enjoy as part of your day-to-day job? Have you worked in an ITIL environment before or hold an ITIL v3 qualification? Are you passionate about driving service excellence and good customer outcomes? Do you enjoy collaborating with other teams, mentoring and helping team members? If so, this role is perfect for you! Here at Peabody, we have two opportunities for a Senior Service Desk Analyst on a Permanent basis at our Westminster Bridge Road, London office. A bit about the role: As a Senior Service Desk Analyst, you will be working within the Service Desk Team and provide a senior level of first line technical support, act as an escalation point for other Service Desk Analysts, supporting the Service Desk Team Leader. You will be delivering best in class capabilities across the team, as the role ensures the integrity and accuracy of the Incident Service Requests held within our ITSM system. As part of your role, you will oversee the full Incident Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practise. You will help and mentor the Service Desk team members, through escalations and by sharing experience and knowledge. A bit about us: 160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK. The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers. Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach. We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient. We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing. Here just a few of the benefits for working at Peabody: Flexible and hybrid working (depending on the role) Up to 30 days’ annual holiday plus bank holidays Competitive salaries that are benchmarked regularly against current market rates Two additional paid volunteering days each year Family friendly policies Flexible benefits scheme, including options for Healthcare, Dental care, Critical illness cover, vouchers, technology scheme and access to a discount portal 4 x Life Assurance Up to 10% pension contribution matched 1:1 Are you ready to apply? PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer. To be considered for the position of Senior Service Desk Analyst, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. If you need to ask us anything else at all, feel free to drop an email to Dora Antalfai at [email protected] and we will be in touch.