Job Ref: 215239374

Date: 2021-11-24 10:00:27

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Come and work for us at Paradigm Housing Group, a Best Companies 1 Star accredited workplace, with high levels of employee engagement.

If you have strong customer service skills, an interest in IT, can work on own initiative and prioritise this could be the job for you!

The Role

Reporting to the Service Desk Manager, you will work closely with the Service Desk Team and our wider IT function. You will be responsible for responding to all IT incidents and requests logged on the Service Desk (by phone, email, self-service and in person) and will be the primary point of contact for all customers of Paradigm IT services. Responsible for triaging all tickets, providing troubleshooting and fault diagnosis, resolving as many logs on a first-fix basis as possible.

You will pro-actively monitor, review, escalate and pursue outstanding Service Desk tickets to ensure that they are responded to promptly and followed through to resolution within agreed services levels whilst providing the highest level of customer service. You will ensure customers are kept fully informed of the progress of their Service Desk tickets and are satisfied with the resolution when completed. The IT Service Desk Analyst will also be required to carry out admin functions to support customers and applications. You will also maintain a knowledge base within the Service Desk application.

This is a great opportunity for a customer-focused individual with a positive approach to delivering an excellent customer service experience. Ideally you will have already worked in a customer service or IT support environment, however enthusiasm, excellent communication skills and being committed to delivering high standards of service are as important to previous experience. If you do not already hold the ITIL qualification, Paradigm is willing to consider supporting the successful incumbent to achieve this qualification after successful completion of 6-month probationary period.     

Our Benefits

Competitive salary and pension options
25 days holidays p/a to start, plus 3 days during office closure at Xmas New year plus 8 bank holidays, with the opportunity to buy up to 5 days p/a (subject to conditions)
Remote hybrid working and modern offices where there is Free Parking
Bonus potential
Excellent Health Cash Plan which is worth more than £1,800 p/a incl. treatments such as optical, dental, physio, chiropody, chiropractic, reflexology, even Indian head massage!
Up to 3 paid Volunteer days a year 

We welcome applications from all sections of the communities we work in. Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification.

We will be reviewing applications throughout the campaign and may invite candidates to interview at any time, therefore reserve the right to close this role earlier than the published date should a suitable candidate be identified.

The CompanyWe are Paradigm Housing Group.

We manage more than 15,000 homes across the South East.

We know that house prices in the areas where we work are high, both to buy and rent. We want to help more people have a safe and sustainable home that they can afford.

As a charity, the money we make goes into building new homes and providing an excellent service for residents

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