Service Desk Analyst
Posted on Oct 22, 2021 by CV-Library
Reference: OCT(phone number removed)
Location: UKHQ – The Lodge, Sandy
Salary: £25,280 - £28,045 per annum
Hours: 37.5 hours per week
Benefits: Pension, Life Assurance and Annual
As part of a dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can do attitude as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation.
As a Service Desk Analyst within the Technology Customer Services team you will be responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications. You will work both individually and collectively to support users by phone, face to face and through the call logging system.
You will also assist the Senior Service Desk Analyst to carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the user and their needs are represented in workforce experience strategic thinking.
You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Senior Service Desk Analyst and the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.
This role will primarily focus on desktop support and management of our desktop assets.
This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce.
Keys skills required include:
* Levels 3 IT Qualification or equivalent experience
* Detailed knowledge of Active Directory, SCCM, Windows 10, Office 365 software packages and ability to understand other system used at RSPB with training.
* Basic analytical and problem solving capability.
* Ability to communicate clearly verbally and in writing to ensure effective reporting and customer service.
* Effective planning, organising and prioritising.
* Experience of and ability to understand and interpret the requirements of staff and volunteers.
* Experience of working independently and resolving unforeseen issues and challenges
* Experience of working within ITIL framework
This role is covered by/exempt from the Rehabilitation of Offenders Act 1974.
No agencies please.
Closing date: Monday 1st November 2021
TO APPLY AND FOR MORE INFORMATION:
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