ICT Service Desk Analyst

  • Job Reference: 1354597005-2
  • Date Posted: 11 June 2024
  • Recruiter: Goodman Masson
  • Location: King's Lynn, Norfolk
  • Salary: £23,793
  • Sector: I.T. & Communications
  • Job Type: Permanent

Job Description

We have an exciting opportunity for an ICT Service Desk Analyst tosupport the Service Desk Team Leader with continual improvement standards to ensure the successful delivery of the incident, problem, request, and change management processes. You will also provide first point of contact including analysis and troubleshooting for the ICT Service, escalating where appropriate.

We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity where colleagues are "free to be me". Not only this, but we aim to put our people first by offering hybrid/agile working (dependant on position), a great pension scheme (up to 12% employer contributions!) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Belong, Own It, Think Customer, One Team One Purpose and Be the Change.

In line with our five-year strategy, which we are now in the fourth year of, we are looking to build 750 new homes by 2026! This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will be critical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference.

Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerous achievements, not least delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living.


  • Provide expert help in diagnosing incidents and problems to support and deliver a 'right first time' resolution
  • Taking ownership of requests, effectively planning, prioritising, and ensuring that information is accurately recorded within the IT Service Management Tool. (HaloITSM)
  • Keep customers informed of service desk requests progress, checking for clarity through to satisfactory completion, providing general advice and guidance as required ensuring performance targets are met
  • Build and maintain strong working relationships with staff, 2nd line ICT support and liaising with third-party suppliers that enables learning to support with continual improvements and resolve issues
  • Create and manage change management requests as part of the change management process

Knowledge and Experience

  • Minimum of 5 GCSE's or equivalent (Including Mathematics and English)
  • Experience in either customer services or technical support environment
  • Experience working within an ITSM ticketing system is desirable
  • Problem solving - ability to solve issues using own initiative and be accountable.
  • Customer focused with the ability to ensure service levels are maintained in line with service standards.


  • £23,793 per annum
  • Full time of 37 hours a week, Monday to Friday
  • Hybrid Working
  • Great Pension Scheme
  • Full access to an Employee Assistance Program
  • Customer focused, team working environment
  • Employee discount perks including 100s of high street discounts
  • 25 days holiday + bank holidays (rising to 30 days after 5 years)