IT Service Desk Analyst

Location Coventry / Agile
Hours 36.25 hours
Salary £24,350 - £26,800
Contract 9 Month FTC
Division Corporate Services

Orbit is a fantastic business and one that’s really going places.

Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.

Over 50 years later, we’re one of the leading housing providers in the UK.  Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown.  But one thing that has never changed.  Our belief in people and what they can achieve.

Your role at Orbit.

In your role as IT Service Desk Analyst you will be providing first line technical support, advice and guidance to our customers. You will need to ensure that all incidents and service requests are resolved or fulfilled in a timely and appropriate manner.

Your key responsibilities will be to:

  • Work in a team of Service Desk Analysts, delivering first line Incident Support and Request Fulfilment services to the business.
  • Ensure that all Incidents, Service Requests and other tasks assigned to you are resolved or fulfilled in accordance with standard processes, and within agreed Service Levels.
  • Deliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment such as laptops, tablets, smartphones etc, in accordance with relevant Asset Management processes.
  • Ensure all activities within the Service Desk function are conducted within the scope of relevant defined processes, such as Incident, Problem, Change, Knowledge, Request Fulfilment etc.
  • Build, develop and maintain good working relationships with internal and external customers, suppliers and service providers.
  • Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base, and ensuring relevant support information is accurately documented, maintained and utilised, by both internal support colleagues and non-IT colleagues across the business.
  • Work with the IT First Line Team Leader to continuously develop and improve working practices, processes and standards within the First Line team.
  • Support, mentor and develop other First Line staff, including apprentices, improving skill sets and raising the technical capabilities of the team.
  • Proactively identify risks, and ensure that they are effectively managed such that all IT related Service Desk activities operate within a suitable internal controls environment.

What will help you make a difference.

To be successful in this role you will need to have:

  • Experience working in a support role within a busy IT Technical Support environment.
  • Experience of diagnosis and rectification of faults.
  • Knowledge of and experience with hardware, software and mobile technologies.
  • Experience with a range of technologies, including Active Directory, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, etc.
  • Demonstrable experience using service management toolsets.
  • Demonstrable experience liaising with both internal and external suppliers and contractors.
  • Capacity to keep abreast of and to adapt to new technology and tools both for internal IT use and to identify potential applications within the business.
  • The ability to work under pressure whilst maintaining a strong customer service ethic.
  • Excellent communication skills, both written and oral, and the ability to produce clear and concise work instructions and support documentation.

It would also be beneficial to have:

  • ITIL Service Management Foundation v3 Certificate or equivalent.
  • Qualifications and/or equivalent work related experience within a Service Desk support role.
  • Experience of configuration and installation of user IT equipment.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain great people. We welcome applications from all individuals regardless of background, age, gender/gender identity, sexual orientation, ethnicity/nationality, religious belief, faith or disability.  As part of our Armed Forces Covenant commitment, we welcome ex-services professionals to consider career opportunities at Orbit.

Why Orbit?

Rewarding your contribution.

For those who want or need more of a work life balance our view is that this role is suitable for WorkSmart. This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs. Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

  • Group bonus potential up to 15% of salary
  • 27 days annual leave plus bank holidays and the “Orbit day”
  • Private medical insurance
  • Excellent contributory pension scheme
  • Life assurance
  • A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

Our culture and purpose.

We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference.  We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heart of everything we do. We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.

We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leading reward and recognition package. Because of this our people tell us Orbit is a great place to work for.

At Orbit, our people are enthusiastic and passionate about making a real difference to our customers and communities. We are one team where everyone is connected and encouraged to have the freedom to think differently.

Each year we build many new affordable homes and manage a total portfolio of around 45,000 properties.  Over 100,000 people live in an Orbit home and our innovative approach empowers every one of them to grow and thrive.  We are commercially driven. The more profit we make, the more we invest into the communities that we work for, improving services and playing a key role in driving UK housing growth.

Work for Orbit.  Believe in people.

We have so much more that we’d like to share with you so please submit your CV demonstrating the value you could bring to Orbit.


We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.


Application deadline: 20/09/2021