Information Technology Help Desk Analyst - 2nd Line Support

IT Service Desk Analyst / Service Support Analyst - 2nd Line Support

Contract: Permanent - Full time

Salary: £37,796 to £41,995 per annum for 35 hours per week

Location(s): Time split across the following offices: 1 week in (King's Cross Office) Bruce Kenrick House, 2 Killick Street, London N1 9FL and 1 week in (Chelmsford Office) Frederick Chancellor Building, Victoria Road South, Chelmsford, CM1 1LM.*

• This may be subject to change depending on the business needs.

What you’ll do

At Notting Hill Genesis, technology plays a vital role in enabling our colleagues to deliver excellent services to residents. As a IT Service Desk Analyst / Service Support Analyst - 2nd Line Support you'll 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'll act as a trusted support partner, resolving technical issues, managing service requests, and delivering an outstanding customer experience. You'll 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.

How you’ll do it

• 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.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential

• ITIL Foundation certification or equivalent.
• 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.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• 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.
• A proactive approach to continuous improvement and service excellence.

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now 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 and we employ around 1,800 employees.For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 02 August 2026.

Step 2: Successful candidates will be invited to interview

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.