Hanover has been supporting people in Scotland for over 40 years. We aim to provide desirable homes, happy customers
and a resilient organsiation.
About the Role
We are excited to be further developing our customer, care and support services by investing in modern technology.
Our customers will be able to access our key services 24-hours a day, 7-days a week, making it easier to book
appointments, track services and provide feedback. To help our people get there, we are developing a new Digital
team to support the delivery of our Digital Strategy.
As a result, we’re growing our ICT presence at Hanover and are delighted to be hiring for a new and additional ICT
Service Desk Analyst role.
Providing first-line support, the successful candidate will act as the first point of contact for our people,
providing timely and practical solutions for any difficulties encountered. This may include painpoints relating
to our ICT systems, applications, and equipment. As the ICT Service Desk Analyst will also be expected to meet
set quality and customer service standards, you will support the wider ICT Team through being a motivated and
natural problem-solver and be capable of handling customer queries through a variety of communication
We also want to see a forward-looking and proactive approach so that we can continually enhance the customer
experience and this shall be measured through customer satisfaction and adherence to our Service Level
Agreement. As we embark on an exciting journey of digital investment, it’s important that our people can rely on
robust and reliant technical solutions which will be complemented by your knowledge and skills.
We couldn’t think of a more exciting time to join Hanover Scotland. With the recent launch of our 5-year Business
Strategy and introduction of new skills into our ICT Team, we are looking for an engaging and driven Analyst who
will strive to meet the needs of their customers whilst striking a good balance between building confidence and
providing core support functions. You’ll appreciate that people come from different digital backgrounds and will
work with your colleagues to continually ensure that the Service Desk is closely managed and done so in an
inclusive and supportive way.
To be successful in this role, you will have demonstrable experience in delivering HR administration activities. The
Key requirements for this role include:
Due to our current ICT Service Desk rota, the successful candidate will be required to travel to our Edinburgh and/or
Glasgow offices on a weekly basis. This may include or exceed twice per week depending on business needs.
Excellent verbal and written communication skills, with strong attention to detail.
Ability to liaise effectively with employees at all levels.
What We Offer
- hybrid working
- wellbeing offering
- learning and development
- cycle to work scheme
- family friendly policy
- health cash plan