Technology Support Analyst

Meraki Talent are delighted to be retained by Bield Housing & Care to appoint a Technology Support Analyst on a permanent basis based in Glasgow, Scotland. About US Bield Housing & Care are a not-for-profit organisation and Scottish Charity. We are also a Registered Social Landlord. As one of the largest providers of housing and support services for older people in Scotland, we own or part own over 4,600 properties and operate across 22 local authorities. Our Purpose Our purpose explains why we exist. Over the years, we have gradually broadened our scope from simply being an effective social landlord to our more ambitious, multi-dimensional purpose today: “We make it possible for more people to live their best lives, at home, surrounded by a supportive community.” Our 10-Year Vision Acting as our 'north star', our 10-year vision will guide us towards a new, aspirational future where: “We will lead, set and deliver the global standard for ageing at home.” Our Values We lead with our values. They flow from our purpose and guide our everyday behaviours.

• Ambition: we want to be the best at what we do and help our people to realise their potential.
• Caring: we have a passion for supporting others.
• Equality & Diversity: we deal with all people equally and celebrate diversity.
• Dignity: we treat all people with respect.
• Honesty: we are open, fair, just and act with integrity.
• Inclusion: we involve our customers in what we do because their opinions matter.
• Kindness: we understand that kind words and actions make our organisation great.

Why Bield: Our employees make us what we are. Without their commitment and talent, we wouldn't be the first choice for thousands of older people in Scotland. That's why we offer a range of attractive rewards and benefits. More info on the culture and range of perks and benefits are shown below:

• Bield promotes inclusivity, ensuring that all staff feel valued and respected. The organization fosters open communication and provides a welcoming atmosphere for people from diverse backgrounds.
• Bield recognises the importance of work-life balance and offers flexible working options where possible. This makes it easier for employees to manage personal and professional responsibilities.
• Career Development - Bield will support you to develop in your new role; providing a full induction, regular supervision or one-to-ones with your Manager and team meetings to share knowledge and keep each other informed, we want to support you to fulfil your ambitions and reach your full potential
• Flexible hours, hybrid working and a generous annual leave entitlement
• Enhanced Pension Scheme
• Family Friendly Policies- Bield has and enhanced Maternity/Adoption, Shared Parental and Paternity Leave.
• Employee Assistance Programme - Bield employees have access to a completely confidential advice line and counselling service whenever extra support is needed.

Full list available here Role Purpose: Working as part of a small team you will be responsible for delivering the latest technology to help support our staff and tenants. You will be involved in both strategic and operational projects ensuring we continue to be leaders in our field. These projects range from upgrading systems to deploying cutting-edge tools that enhance the lives of tenants and the efficiency of staff. This is a practical role where you will directly implement solutions, troubleshoot issues, and contribute to meaningful advancements in how technology supports our housing services. You will be part of a collaborative and supportive working environment engaging in the development of team members by providing guidance, sharing knowledge, and fostering their growth within the team. At its core, this role is about improving lives—providing technology solutions that empower tenants to live independently and supporting staff in delivering high-quality care and services. Key responsibilities and accountabilities Service Management

• To be a primary point of contact for technology incidents and service requests using Bield’s service management toolset and take ownership of assigned issues and requests.
• Handling mostly second line support issues and escalations
• Providing guidance and acting as a mentor to the Technology Apprentices within the team.
• Working in collaboration with other teams to deliver strategic projects to the business.
• Work with Suppliers, Consultants and Contractors for procurement, development and issue support
• Where necessary, to visit remote sites to assist in resolving network, hardware and software issues.
• Raise and track calls with Third Party suppliers as appropriate, keeping users informed until the issue is fully resolved.
• Ensure that technology asset management policies are fully adhered to.
• To undertake customer satisfaction checks to ensure that users are completely satisfied with actions taken to resolve their incidents.
• Ensure that regular maintenance procedures are performed.
• Ensure appropriate documentation is in place for specific support requirements and help to maintain the ICT Knowledgebase
• Ensure that Bield comply with Cyber Essentials and any other relevant certifications.

Technology Advocacy

• To act as an advocate for the use of technology and new ways of working to bring about efficiencies within the business.

Other

• As required, cover for other members of the Technology and Information Management team.
• Works in partnership with key colleagues to support the delivery of corporate objectives.

Generic Responsibilities & Accountabilities:

• Understand what is required of you and how your role contributes to the team and departmental priorities.
• Regularly review your working practices to identify improvements that simplify processes and decision making.
• Provide support to your Manager as and when required.
• Act in a fair and respectful way when dealing with others.
• Proactively contribute to the work of the whole team.
• Work with your manager to regularly review your priorities, objectives and timescales.
• Take responsibility for delivering agreed outcomes on time and to standard, using your initiative.
• Take ownership for complaints and issues, focusing on providing the right solution, keeping customers up to date with progress.

Health and Safety and Equality and Diversity Responsibilities:

• Ensure adherence to relevant policies, procedures, regulations and legislation relating to health and safety and equality and diversity.
• Ensure you understand your responsibilities for Health and Safety at work.

Budget and Resource Management Responsibilities:

• Understand the costs related to your role and ensure you choose the most efficient way to deliver your outputs.
• Ensure compliance with GDPR and FOI Legislation.
• Any other reasonable duties assigned by your manager or another more senior manager in Bield.

On Offer The position of Technology Support Analyst is based in our Glasgow office with fantastic flexible and hybrid working options. The role will offer:

• £34,190 - £37,004 per annum base salary with the top range achievable depending on experience
• Excellent benefits and career development opportunities (As shown above)
• Specific training requirements to upskill you and help develop your career in IT

Next Steps For a private & confidential discussion, a full job specification or details of how to make an application then please do not hesitate to contact Rory Markham at our recruitment partner at Meraki Talent rory.markham@merakitalent.com All enquires shall be treated with the strictest confidence, and all third-party applications will be forwarded to Meraki Talent. Equality, Diversity and Inclusion Great things happen when we can be ourselves at work. We want everyone to feel valued for who they are. We appreciate the equality, diversity and talents of everyone who works with us and the contribution they bring. Disability Confident We guarantee candidates with a disability an interview where they have the essential skills and experience required for the role. You can tell us on the application form if this applies to you.