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IT Service Desk Analyst
Central Support Services

Job reference: 005148

Location: Central Support Services

Closing date: 04/09/2022

Interview date: Not specified

Salary / hourly rate: £22,515.17

Employment type: Full Time

Hours per week: 37.5

For more information on the role,
please contact
 Michael Britton
Telephone: ​​​​​​​07809005387

3 x ICT Service Desk Analyst roles available

#Care to join us?

We are looking for IT Service Desk Analyst to join our friendly and welcoming team here at Hft. This is your chance to make a real difference to people's lives.

What will you be doing?

The main duties for this role are to work managing incidents reported to the ICT service desk, while working within a team to deliver a service that supports the needs for our users, the organisation, and the People We Support to a high standard.

  • Handle all telephone calls to the ICT Helpdesk and emails to the ICT Helpdesk mailbox.
  • Ensure that all policies and processes are adhered to when performing the role.
  • Diagnose and resolve Incidents.
  • Log all Incidents into the Hft ICT Service Desk system.
  • Escalate urgent Incidents and Security Incidents to relevant members of Hft ICT.
  • Inform users about the progress and completion of Incidents.
  • Place and track purchase orders for ICT Hardware.
  • Ensure that asset changes are recorded in the asset register.
  • Create new AD and system accounts.
  • Ensure password resets are performed with security and confidentiality in mind.
  • Maintain the AD Organisational Unit structure, ensuring user and computer objects reside in correct Organisational Units, and maintaining user accounts / permission groups.
  • Act as a point of contact for Customers. 
  • Configure, deploy, and troubleshoot mobile devices.
  • Configure new laptop and desktop computers, and install software packages when requested.
  • Configure and deploy network hardware including routers, wireless access points and switches.
  • Maintain a high degree of customer service for all support queries.
  • Ensure an excellent standard of communication.
  • Maintain confidentiality of all information to which the post holder may be a party whilst performing the duties outlined in this job description.
  • Perform documented daily checks to ensure the continued availability of the Hft ICT services.
  • Undertake training when requested.
  • Perform out-of-hours work when necessary.
  • Be available for infrequent travel around the country when required.​​​​​​​
  • Undertake any other duties related to the successful performance of the role as required

What’s in it for you?

There are a range of benefits and career development opportunities at Hft. We’ll give you a comprehensive induction, full training, and support along the way.

With Investors in People and Skills for Care accreditation we are committed to investing in you to ensure you have the specialist skills and expertise needed to support people to live the best life possible.

We offer

  • Access to the Hft Plus benefits package, which includes a great number of discounts and rewards across shops, restaurants, gym membership and days out; but also an Employee Assistance Programme, with telephone and face-to-face support options.
  • Access to award winning training and development – Hft is one of only four charities to have achieved the Skills for Care ‘Centre of Excellence’ provider status
  • Annual staff award scheme – The Fusion Awards, and peer recognition through our GEM awards programme
  • 25 days holiday (pro rata for part time staff)
  • A contributory pension scheme & life assurance

We ask all our teams to take advantage of the Covid-19 vaccination, which is offered to frontline support workers as a priority group.

We strongly encourage all colleagues to remain fully vaccinated as part of our wider infection control procedures. This includes Central Support Services colleagues as they may be required to visit services as part of their work and/or work alongside colleagues who do.

Find your place with us and change lives.

​​​​​​​​​​​​​​Want to know more about who we are and what we do as an organisation, then please check out the video below.


We reserve the right to close this vacancy early should we receive sufficient applications.

Hft's usual terms and conditions apply.
Hft is committed to equal opportunities and welcomes applications from all sections of the community. As a Disability Confident Employer, Hft is helping to ensure that disabled people have the same opportunities to fulfil their potential and realise their aspirations that people without disabilities do.
Successful applicants will need to undertake an enhanced disclosure check against the Disclosure and Barring Service (DBS). Having a criminal record may not bar you from employment.