1st Line Service Desk Analyst

Location: Yeovil

Closing date: 14/08/2022

Salary: up to £25,000 per annum (plus comprehensive benefits)

Employment type: Permanent

Hours per week: 37

About us

We’re Abri, a housing association based in the south of England. One of the largest in fact. We've got 35,000 homes and 1,500 colleagues. And if all our 80,000 residents lived in the same place, we’d have a town roughly the size of Guildford.

We’re a passionate bunch. We think we can make a real difference. Homelessness, poverty, inequality, a lack of affordable housing. They’re all linked. They’re issues that affect so many, young and old alike. And we don’t think that’s right. We want to give people the chance to dream big and be who they want to be. Homes are at the heart of everybody’s lives. And we exist to help make good homes, and good lives a reality for everyone.

About you

We’ve all got different backgrounds, strengths and experiences. But we share the same values. It’s these shared values that bring us together as one team.

Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities.

If you share our values and want to make a real difference in the world, you’re on to a winner and we’d love to hear from you!

Your new role

We’re excited to be looking for a new 1st Line Service Desk Analyst to join our IT Service Desk team.

You’ll provide first line technical support to Abri Group’s business users. Assisting with the management of any reported incidents, either through first time fixes or escalation to another resolving area within our agreed service levels.

This role requires you to be a good communicator, with a can-do attitude and excellent customer services skills. You’ll:

  • Troubleshoot and resolve 1st line technical issues, hardware and application support queries and requests.  Escalate to senior members of the Service Desk and third parties as appropriate.
  • Be accountable for own actions when diagnosing and configuring IT systems and services or following instructions within an agreed package of work.
  • Learn how to support the operating, managing, troubleshooting and restoring of service to any workstation, tablet or mobile device that has authorised access to the network.
  • Develop a sound understanding of IT operations, business systems and related processes and procedures.
  • Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.

What you can expect from us

We want our colleagues at all levels to be bold, inspiring and not afraid to speak up and be their authentic selves.

Your wellbeing is really important to us, so you can expect a competitive reward package to ensure you and your family are supported at work and at home.

We’ll work with you to help you reach your goals through personal development plans and our in-house People Development team.

Depending on your role you may need to work a set shift pattern, or you may have greater flexibility to choose when and where you work. Either way, we strive to ensure all colleagues have a degree of flexibility to attend life’s important events.

Be yourself

Abri is committed to promoting an inclusive culture. We want our colleagues to bring their individual differences, life experiences and knowledge into the workplace and we welcome their contribution to our amazing company. Everyone is different, everyone is unique.

To our agency friends

​​​​​​​We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We’re not looking to add to our preferred supplier list right now but if you’d like to be considered at a future date please don’t hesitate to register on our procurement portal.


The closing date for this job has now passed.