Here at Hays, we are looking for a Service Desk Analyst to work for a non-profit organisation on a remote basis. The purpose of the role is to accurately gauge and analyse demand, highlighting risks and opportunities to further the maturity of Digital Operations, aiding in the support of users and colleagues where required. The role is a weekly rolling contract paying up to £150 per day inside IR35.

What you will be doing

• Use previous experience and expertise to evolve and improve the functional flow within the teams and contribute to the configuration of the toolset, which underpins the business function.
• Assist in the Escalation of Incidents and Problems to the relevant Team Leader where required.
• Regular and ad-hoc reporting to compliment reporting duties of other team members.
• Ensure effective ITSM queue management across teams and allocate tickets to the correct queues.
• Proactively work on and identify risks, issues, and opportunities within the Digital & IT Directorate.
• Contribute to the development of the Knowledgebase by creating and maintaining technical articles.
• Assist in the support of colleagues by highlighting and actioning low impact, high volume Incidents and Service Requests.
• Report on and action the aged ticket deficit, reducing where possible.
• Report on SLA adherence and ensure tickets are responded to and resolved within agreed timescales.
• Work closely with the relevant Head of Service and the Team Leaders for areas of Service Improvement.

What you will need

• Technical support experience of the following:
• Administering and troubleshooting Microsoft 365 Services (Exchange Online, network printing, SharePoint Online, Teams, OneDrive etc.)
• Microsoft Windows 10
• ITSM and Service Desk tools.
• Excellent stakeholder management skills and able to set expectations for a diverse set of stakeholders.
• Excellent communication, planning, organising and resource management skills.
• A Data driven approach to supporting colleagues and stakeholders of the Service Desk
• Excellent analytical and diagnostic skills.
• Able to prioritise effectively based on organisational impact and urgency.
• The ability to work with minimum supervision at times.
• Results oriented and passionate about delivering exceptional service.
• Highly motivated and capable of understanding and resolving technical problems.
• A problem-solving mindset: designing and undertaking efficient processes to support users.
• Experience within NHS or other public sector organisations would

What you will get in return

The office is based in Leeds, however the role is hybrid with an expectation of 1-2 days on site in Leeds and is a weekly rolling contract for 12 weeks with a rate of £130 - 150 per day Inside IR35.

What you need to do next

If this role is of interest, please click Apply Now'. We are expecting a high volume of applicants for this role. If suitable, you will receive a call from one of our consultants.

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