Role: IT Support Analyst
Hours: 35 hours per week, Monday-Friday
Salary: £28,418 - £35,523 per annum (salary offered dependent on experience)
Contract: Fixed term contract for 8 months

We are currently recruiting for an IT Support Analyst to join our Data & Technology team. You will be the first point of contact for all IT related queries, providing a professional, high quality technical support service to the end users.

We support agile working, so you’ll be provided all IT equipment to work flexibly between your home and at our Dartford office.

Who are we?
Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have just released our new corporate strategy, so it’s an exciting time to join Moat! This involves being bold and ambitious, investing in new and existing homes, putting safety and quality first. We also deliver for and with our customers through our new Customer Engagement strategy, which will help us to deliver the requirements of the Social Housing White Paper.

We’re not your ‘standard’ housing association. Having been one of the pioneers of shared ownership in the early 1990s, leasehold now makes up more than a third of our overall homes. Since then, we have assisted thousands of people to become shared owners, many of whom now own their homes outright, but they still have a relationship with Moat as leaseholders and as part of the community on our developments.

We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2024, based on our employee feedback.

Your key tasks will include:

• Handling all incoming tickets accurately and consistently to deliver customer satisfaction, maintaining a calm, positive and professional attitude at all times.


• Logging these calls on the IT service management system, monitoring ticket status, providing regular feedback and drive resolution of all open calls within agreed SLA limits.


• Receiving and handling requests for information, and provide routine advice to customers on systems, products and services which are available to them.


• Providing technical support on software, hardware, and communications issues to users, liaising with colleagues, as appropriate, to ensure a high level of support.


• Providing an effective interface between customers and service providers, including documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.


• Participating in the research and development of new innovations in software and hardware and make recommendations as to their use within Moat.


• Assisting with the monitoring, support, and administration activities necessary to ensure all systems are kept operational, clear, secure, legal and virus free.


• Providing the necessary support to facilitate users moving within and between offices or setting up new users with appropriate IT resources.


• Proactively monitoring system uptime, helpdesk calls, anti-virus status, backups and other systems as required. Deliver reports on the effectiveness of such systems to the Service Delivery Manager.


• Providing administrative support to the Service Delivery Manager for contract and maintenance renewals, together with software and hardware asset management.


• Controlling and managing the procurement of IT peripherals, consumables, and low value IT items to drive down costs and achieve value for money.


• Ordering, and assessing new software/hardware, in line with infrastructure requirements, to assess compatibility and decide the most efficient distribution of this to end-users, in line with the Use of IT resources policy.


• Maintain accurate records of staff assets, software licensing and contracts.

We're looking for someone who has:

• Good standard of general education


• Some relevant IT certifications (e.g., A+, Network+, MCDST etc)


• Full drivers license and own vehicle


• Thorough understanding of:
  
  
  
  • Windows Client installation, configuration, and troubleshooting
  
  
  • Client PC hardware and software maintenance
  
  
  • Printer / Scanner support and maintenance
  
  
  • MS Office applications.
  
  
  • Messaging and e-mail technologies
  
  
  • Internet technologies

In return, you will receive:
A range of benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)

Want to know more about Moat? 
Check out our social media feeds!
Twitter: @moathomes
Instagram: @moathomes

Interested in applying? We want to hear from you!
If interested, please apply by 11pm on Thursday 2 January 2025 by submitting an application on our website : https://tinyurl.com/4es26wb7

We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!

Please note, we are no longer accepting CV’s as part of the recruitment process. All candidates must now submit an application form on our Careers website.

Please also note, we are unable to offer sponsorship at this time.

If you require any reasonable adjustments to the recruitment process, please contact peopleservices@moat.co.uk