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Service Desk Analyst

CV-Library

Posted on Jan 22, 2021 by CV-Library

Southwater, West Sussex, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time

Job title: Service Desk Analyst Location: RSPCA HQ, Southwater RH13 Salary: competitive Hours: 35 hours Closing date: 10am February 2nd Here at RSPCA HQ we’re looking for a confident, experienced Service Desk Analyst to join our Service Desk Team to fulfil the IT support demands of approximately 2000 RSPCA and NCC staff, ensuring excellent and consistent customer service. Working with a friendly team of 3 as an RSPCA Service Desk Analyst you’ll be providing effective and positive first and second line support to the Society’s staff based across England and Wales. You’ll play a crucial role in enabling the delivery of our aims of ending cruelty, promoting kindness, and alleviating suffering to all animals. What you’ll be doing: * Dealing with incoming calls to the IT Service Desk ensuring requests are interpreted correctly and recorded accurately, making consistent and effective use of the IT call-logging software. * Reassigning or escalating incidents and requests to on-site third line support , third parties or other teams where appropriate. * Liaising with external suppliers to ensure resolution to agreed standards and timescales. * Reviewing incidents and requests with staff and working together to continuously improve service delivery provision. * Providing first and second line support through the call-logging software and on-site mainly relating to: ○ Desktop software and hardware ○ Systems and applications software ○ Server and client operating systems ○ Data and voice communications ○ Networking ○ ICT security ○ Project Support What you’ll have: * Technical qualification in Computer Systems and/or recognised IT qualification to Diploma level * Extensive knowledge of Information Technologies, including the following: ○ Active Directory administration ○ PC hardware ○ MS Windows Operating System ○ Email ○ Internet & intranet ○ MS office ○ Smartphones ○ Exposure to wireless networking ○ An understanding of LAN/WAN processes ○ Experience of remote worker solution Desired experience: ○ Chromebooks ○ Cloud Printing Services ○ Domain management ○ Google Applications * Demonstrable experience of IT Call Centre, IT Helpdesk, IT Service Desk or other IT telephone based service or customer support function. * Excellent communication skills with the ability to explain technical details to non-technical customers * Valid driving licence * Ability to undertake occasional travel to regional RSPCA locations and undertake overnight stays if required What’s in it for you: You’ll have an opportunity to work for the largest animal welfare charity in England and Wales. We value and recognise our employees’ contribution and are proud to offer an extensive benefits package that includes: 35 hours standard working week, 25 days annual leave plus bank holidays increasing to 30 days with service; a generous pension scheme with associated life assurance and group income protection scheme; access to private healthcare scheme; support for professional development after qualifying period and access to our employee assistance programme. We also offer free parking on site. How to apply: Please click on the Apply Now button or go to our jobs page to apply. We reserve the right to close this vacancy when sufficient applications are received and applications will be considered as we receive them. All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team. Due to the current Covid-19 pandemic we will be holding interviews through Google Meet. For any part of the recruitment process requiring an onsite visit a full assessment will be carried out to ensure everyone’s safety. Equality, diversity, and inclusion are at the heart of our organisation. We seek to promote fair employment procedures and practices to ensure equal opportunities for all. Ending cruelty, promoting kindness, and alleviating suffering to animals


Reference: 213065417

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