ICT Service Desk Analyst

Location Northallerton
Discipline: Infrastructure & Support, Network
Job type: Permanent
Salary: £up to 26,467.53 per annum plus excellent benefits depending on skills and experience.

A Leading Home Provider located in Northallerton is seeking an ICT Service Desk Analyst to be part of their team on a permanent basis with Hybrid working. This position will work 2 days in the office and 3 days remotely.


The charity is a successful, innovative, not-for-profit housing association based in the market town of Northallerton in North Yorkshire. They currently own and manage more than 6,000 homes and have stock in Hambleton, Darlington, Richmondshire, Harrogate, Redcar and Cleveland, Ryedale, Scarborough, Selby, the East Riding of Yorkshire, York and Leeds.

They provide a range of services to their customers, all aimed at meeting their vision: 'to be the best rural housing association in the country’. Whether it is carrying their repairs to ensure your home is kept to the highest standards or providing you with ways of saving money, they strive to ensure you receive a first-class service and that, ultimately, make you proud of the home you live in.


The role of the ICT Service Desk Analyst will be supporting staff over hardware and software issues linked to operational activities and development projects. It will also provide administrative support by operating the ICT Service Desk, assisting with procurement and hardware/software asset management, and assisting in the delivery of excellent customer-focused services.

Responsibilities & Accountabilities

  • Provide day-to-day 1st Line Desktop support for the Association’s users.

  • Operate a Service Desk facility and provide assistance and advice within the specified times.

  • Assist with the installation, configuration, upgrade and maintenance of servers, PCs, printers, scanners, mobile devices and any other equipment within the scope of the ICT department, ensuring that an accurate and current inventory is maintained of all equipment.

  • Provide users with problem-solving and repair/replacement service as appropriate.

  • Ensure that all appropriate fault calls/enquiries to suppliers/manufacturers are made, monitored, recorded and actioned.

  • To ensure all work undertaken and services provided are in compliance with GDPR legislation.

  • Work actively to ensure that corporate initiatives and the Association’s core values are followed

  • Attend training courses and conferences to further existing skills.

  • Undertake such other duties as may from time to time be allocated to the jobholder commensurate with the responsibilities of the post.

  • Support remote sites

Duties to include (working on/with):

  • Microsoft Operating Systems (desktop and server)

  • Office 365 / Microsoft Azure / Microsoft Exchange 365

  • VMware Esxi/VCentre Server

  • Active Directory

  • Group Policy

  • DNS, DHCP etc.

  • VPNs, Router and Firewalls

  • Networking – WAN, LAN, Security, SSL, IP Routing, Switching

  • Security platforms such as Sophos Central. Mimecast

  • MDM solutions Sophos & InTune

  • Backup solutions such as Veeam)

  • Unified Comms / Computerised Telephony

  • Multiple OS Environments (Windows Server, Windows 10, IOS, Android)

Corporate Responsibilities:

  • Have knowledge of the organisation's vision, promote the values of the organisation at all times and uphold organisation's reputation by personal example.

  • To maintain a comprehensive knowledge of the organisation's departments, services, policies and procedures in relation to the role & be responsible for maintaining effective working relationships with internal services, external agencies and organisations.

  • Comply at all times with all of the organisation's policies and relevant legislation including GDPR, Equality & Diversity, Health & Safety and Financial regulations.

  • To understand the key business priorities, customers’ needs and performance indicators throughout the organisation. 

  • Risk Management is every member of staff’s responsibility and everyone has a role in carrying out appropriate Risk Management by adhering to the organisation's Risk Framework and contributing to risk identification, assessment and control exercises.

  • Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers’ needs.

  • To have an understanding of equality and diversity, to enable the promotion of positive practices in all of the organisation's activities.

  • Contribute to the development of the Service business planning process to ensure the vision and outcomes of organisation are delivered effectively.

Skills and Experiences

  • Experience of working on 1st Line support

  • Microsoft Windows Desktop

  • Microsoft 365

  • Windows Server Management

  • Active Directory and Group Policy

  • Mobile Management

  • Cloud-based Technologies

  • Hold a valid driving licence and must have the ability and confidence to drive and have access to a vehicle with appropriate vehicle insurance.

  • To be able to demonstrate excellent communication skills (verbal & written) and must have the ability to explain technical issues in a non-technical way.

  • Methodical approach to the maintenance and development of hardware and network systems

  • Experience of working under ITIL

  • Ability to use initiative and maximise staff use of ICT

  • Can demonstrate the ability to prioritise workload and action accordingly.

Personal skills:

  • The ability to work flexibly

  • A commitment to valuing Diversity

  • Discretion and confidentiality


  • Further education in ICT or equivalent

  • Higher education in ICT or equivalent / Technical qualifications such as MCP, A+ or equivalent


  • Salary is up to £26,467.53 per annum plus excellent benefits depending on skills and experience.


  • Extra day of annual leave for birthdays totalling 33 pro rata (inc. bank holidays).

  • Annual leave also increases for every year of service up to 5 years totalling 38 days (inc bank hols)

  • Defined Benefit Pension Scheme

  • A total reward platform offering great online discounts

  • Payroll giving where you can donate to any UK charity or charitable cause that you care about.

  • Agile working

  • Dental plan

  • Eye care vouchers

  • Free flu jab vouchers

  • Counselling service

  • Occupational Health

  • Well person clinics 

  • Money advice 

  • Long service awards

  • Colleague lottery