Hybrid Service Desk Analyst - 2nd Line Support & Growth

Action for Children; Watford; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

29 days annual leave plus bank holidays

Professional qualifications and training opportunities

Pension scheme with employer contribution

Staff discounts and Blue Light Card eligibility

Job summary

Action for Children is looking for a Service Desk Analyst to provide technical support and fulfill service requests. This hybrid role based in Watford requires 2nd line tech support experience.

The ideal candidate will have strong communication skills and a passion for helping others. You will manage incidents, maintain databases, and support staff in an inclusive environment aimed at protecting children.

Qualifications

• Experience in a service support environment.
• Support experience in a Microsoft Environment.
• Experience assisting customers via email and telephone.

Responsibilities

• Provide professional technical service through various communication channels.
• Conduct fulfilment of service requests according to policies and procedures.
• Resolve technical incidents efficiently.
• Maintain the Technology configuration management database.
• Investigate and identify trends for further investigation.

Skills

2nd line tech support experience

Building good working relationships

Troubleshooting skills

Excellent communication skills

Organisational skills

Customer service skills

Education

IS support qualification (MCP or A+)

HND or equivalent

ITIL Foundation qualification

Tools

Service Desk systems

Microsoft Environment

Job description

Action for Children is looking for a Service Desk Analyst to provide technical support and fulfill service requests. This hybrid role based in Watford requires 2nd line tech support experience.

The ideal candidate will have strong communication skills and a passion for helping others. You will manage incidents, maintain databases, and support staff in an inclusive environment aimed at protecting children.