Service Desk Analyst (Manchester)

Title: Service Desk Analyst

Contract Type: 12-month Fixed-Term Contract , Full-Time 35 hours

Salary: £31,000 per annum

Grade: 6

Reporting Office: Manchester, Trafford

Persona: Office Worker with one day a week working from home *Contractual hours to be worked from reporting office

Working Pattern: Shifts range from 08:00-16:00/ 08:30-16:30/ 09:00-17:00

Closing Date: 30th November 2025

Interview Dates: First stage 4th December 2025 & 2nd stage 11th December 2025 *Please note that in person interviews will be held for at least one of the interview stages for this role.

Please click here for the role profile Service Desk Analyst Role Profile.docx

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Team at L&Q:

A great opportunity has arisen for an experienced Service Desk Analyst. Working as part of a larger team, the Service Desk Analyst is responsible for providing 1st line support for all L&Q colleagues in relation to technology issues and requests. In this challenging but rewarding position at L&Q, the duties of Service Desk Analyst include communicating with staff via various support channels, including our ITSM tool Cherwell. Resolving IT equipment and application problems, analysing information systems performance and maintaining accurate Service Desk records. You will provide a high level of customer service to end users virtually and face to face.

We are looking for a customer service driven Service Desk Analyst who is knowledgeable, efficient, and willing to take ownership over their work.

You will join a large knowledgeable team who are passionate about technology, whilst providing a first-class service to our users. Reporting into the Service Desk Team Lead, the role will be specifically aligned to the Service Management function that sits within Enterprise Services and Security. Who’s focus it is to provide exceptional service to all customers, internal and external to the business.

If this sounds like you, we would love for you to apply!

Your impact in the role:

The Service Desk Analyst will:

• Provide frontline technical support across multiple business areas for all software applications and end user computing hardware.
• Work to agreed SLA’s and KPI’s, using ITSM tools to prioritize, resolve, and reassign tickets as soon as possible after they are logged.
• Provide technical support service for incidents and requests reported via the ITSM toolset, telephone, MS Teams and face-to-face (including Tech Bar).
• Escalate when required for technical, 3rd party &/or managerial involvement to ensure issues are addressed to a satisfactory quality and in a timely manner.
• Work collaboratively with other team members across technology. Demonstrate strong interpersonal and written skills.
• Demonstrate exceptional customer service in day to day work with those internal to the business Apply approved diagnostic utilities to aid in troubleshooting.
• Perform troubleshooting and issue resolution activity at the end-user computing and back-end environments, including but not limited to installing and upgrading hardware and software, databases, telephony, desktops and mobile devices.

What you'll bring:

• Previous Service Desk/Help Desk Experience
• ITIL Foundation Level knowledge or Higher (desirable)
• Hands on knowledge / experience of MS Intune/Autopilot, Azure AD, Sharepoint, Azure AD,
• Mobile support for iOS/Android OS mobile devices
• Experience of using ITSM tools such as Cherwell, ServiceNow, Service Desk plus, Halo etc.
• Hands on knowledge of telephony, including mobile devices and within Microsoft Tea
• Well-organised approach to work planning and time allocation to tasks, always providing great and efficient customer service and support to multiple business areas.
• Excellent communication (written and verbal) and interpersonal skills. Ability to explain technical issues to those with non-technical backgrounds.
• Excellent problem-solving skills, with a focus on providing exceptional customer service.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.

At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us!

#TJ