Salary: £24,811 - £27,332 per year
Location: Selkirk, Scottish Borders
Contract: Full-Time, Permanent
Hours: Monday to Friday, 35 hours per week - flexibility required to cover service delivery between 8am and 5pm, typically delivered as a shift rota within the team.
Closing Date: Friday 28 March 2025

Scottish Borders Housing Association are seeking a dedicated IT Helpdesk Analyst to join our Business Support team. The successful candidate will provide effective end-user support, providing 1st line incident/problem management and request fulfilment across the Association's IT systems. This role involves troubleshooting and resolving user issues, escalating to internal/3rd party support teams, and maintaining various housekeeping tasks to ensure the smooth running of IT services.

If you are a proactive and customer-focused individual with a passion for IT support, we would love to hear from you. Apply now to join our team and contribute to the success of SBHA.

Key Responsibilities 

• To answer and process incoming helpdesk calls ensuring all requests are logged on the IT Helpdesk system, providing initial investigation and initiating resolution where necessary
• Ensure all user access requests are completed efficiently and in compliance with IT security policies
• Escalate issues to internal & external 2^nd line support teams, track progress on investigations and support the delivery of resolutions
• Deliver excellent customer service ensuring users are informed on the progress of their issues and requests
• Assist with the creation and maintenance of systems documentation and ensure resolutions are fully documented; asset registers maintained and up to date; and creating knowledge base articles where applicable

Essential Skills and Experience

• Minimum of 1 year experience working as part of a team in a past-paced office environment
• Solid understanding of Windows Operating Systems and Microsoft Office Suite
• General administrative experience
• Strong analytical and problem-solving abilities
• A good understanding of Data Protection and experience of handling confidential and sensitive information

Desirable Qualifications / Additional Skills

• Experience of using an ITIL aligned helpdesk system
• Experience working within an IT environment with networks and servers
• Knowledge of a housing environment would be an advantage

Personal Attributes

• Customer-focused attitude with a commitment to providing high-quality IT support
• Good organisation skills and attention to detail
• Adaptable to changing priorities with a positive attitude
• Reliable and committed to delivering outstanding service
  

Please read through the complete job description and person specification which you can access here before continuing with your application, and ensure you can demonstrate how you meet all essential criteria. 

Benefits

Being part of the SBHA team, you will enjoy a fantastic range of benefits including a flexible working, a competitive salary, generous annual leave, generous sick pay entitlement, life assurance and a good pension scheme. You will be part of a team that is interested in your wellbeing and development, and work in an environment where you can flourish.

Scottish Borders Housing Association is not a licensed sponsor under the appropriate UK Government regulations and as such, does not invite applications from, nor engage in sponsoring, oversees applicants who do not already have the right to live and /or work in the UK. The Association will not engage in any enquiries or enter into negotiations from individuals or Agents in this regard.