EUC 2nd Line Support Analyst
This is a , {Position Type} vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Your typical day would start with working within the EUC 2nd line support team and working alongside the wider support teams such as the IT Service Desk, field engineer team & Infrastructure teams to troubleshoot and resolve Incidents and Service Requests within Service Now. You might need to also tap into your ability to break down complex technical information in a simple non-technical way to ensure the audience you’re interacting with understands.
As an End User Computing Analyst you’ll be hands on with the ability to problem solve and work collaboratively with other teams to resolve any technical issues. With a particular focus on maintaining a first class level of customer service ensuring all customers are responded to, treated in an appropriate manner ensuring their expectations are met, you’ll actively administer our call logging system called Service Now, ensuring all tickets are entered into the system and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status.
You’re a people person who likes to get things done. You’ll enjoy working collaboratively with other teams and you’re first rate at building meaningful relationships across the business to enable you to find creative solutions to issues. You’ll need to be in the office for 5 days per week in our Westminster Bridge Road office, with occasional travel to other London offices.
Your role covers all aspects of End User Computing– everything from ensuring all incidents and Service Requests assigned to the team meet their SLA, Requests are escalated to the relevant teams and managed end to end. If you’re creative in your problem-solving, energised by supporting your customers and, like us, committed to helping people flourish, we want to hear from you.
To be successful in this role, you’re:
- Experienced in working within a Service Delivery team, providing 2nd line support.
- Experience at managing incident & request in an ITSM tool.
- Able to work within an ITIL environment, with an ITIL v3 qualification preferred.
- You’re able to break information down into easily understandable parts.
Here are just a few of the benefits of working at Peabody:
- 30 days’ annual holiday, plus bank holidays
- two additional paid volunteering days each year
- flexible benefits scheme, including family friendly benefits and access to a discount portal
- 4 x salary life assurance
- up to 10% pension contribution
Are you ready to apply?
If you have any questions about this role, please email Talent Specialist, Harry Lund at harry.lund@peabody.org.uk
We may close this advert before the advertised closing date, depending on the number of applications received.
Interviews will be taking place week commencing 10th March 2025.
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.
A bit about us
Peabody are one of the largest housing associations in the UK, and we’ll be even bigger when our merger with Catalyst is complete in April 2023. Our mission is to help people flourish and an important part of this is to ensure that our organisation reflects the wider communities we serve.
We want to attract recruit and retain a diverse, inclusive and creative workforce to give us the best opportunity to meet the diverse needs of our residents and customers.
The Benefits
We have got a fantastic range of benefits. To find out more. please click here.
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