ICT Service Desk Analyst Location: Solihull, Birmingham Business Park Salary: Salary £20,772 per annum increasing to £21,865 per annum Permanent, 35 hours per week Closing Date: Monday 25 February 2019 at 12 Noon DBS Required: No Interview date: Wednesday 6 March 2019 The Role This is an exciting time to join Waterloo Housing Group and our ICT Team. In this challenging and rewarding role, you will be responsible for providing 1st line technical support for all Waterloo Housing Group ICT users via telephone, email and/or web. You will need to act as the single point of contact for all ICT related request and incident reporting using our helpdesk system. The role holder will ensure progression of all incidents and requests to defined SLA’s, tracking of all incidents and escalating where appropriate. Some other duties will be resolving basic network issues and troubleshooting, mapping network drives, remote controlling PCs and, logging in as local administrator, using Active Directory, and dealing with password resets, login troubleshooting, user account unlocking. Skills/Experience Required To fulfil this role, we are looking for a person who is educated to GCSE level or equivalent. The successful candidate will have experience of working in a busy ICT Service desk environment. It is essential that the candidate has knowledge of Windows 7, 8 and Office 2010, knowledge of Active Directory e.g. setting up new users, basic network, VPN support and knowledge of MS terminal services. It is crucial that you are able to be a problem solver and capable of gathering relevant data and identifying the potential improvements and alternatives in a logical manner. Good communication is essential as you will be working with wide range of people across the organisation and externally. As you will be required to attend other schemes or attend the Group offices, it is essential that you have a driving licence and use of your own vehicle or alternative means of getting to the required locations. Please note this vacancy may expire prior to the closing date if we receive a high volume of applications. Please ensure that you apply early to avoid disappointment. Please be advised, we will not contact unsuccessful applicants, please log in to your Networx account for an update on your application. If you do not hear from us within 14 days of the vacancy closing, your application has been unsuccessful on this occasion. What We Offer We offer a great benefits package including 24 days annual leave (plus bank holidays), a defined benefit pension scheme, a health cash plan and Employee Assistance Programme. Who We Are Waterloo Housing Group are a major social housing group providing almost 26,000 rented, shared ownership, retirement and leasehold homes across the East and West Midlands and Lincolnshire. We are also building an increasing number of affordable homes each year. We have a strong reputation for managing our homes to a high standard. By working closely with our residents, we are continually improving our housing services to offer the best quality, choice and value for money. Working for Waterloo Housing Group is more than just a job - it's about making a difference to people's lives. Waterloo Housing Group is committed to safeguarding and promoting the welfare of children and adults within the communities we work in.