Hybrid Service Desk Analyst - IT Support Specialist

Action for Children; Watford; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Over 7 weeks inclusive paid leave and 

1 well-being day per year.

Cycle to work scheme.

Excellent training and the opportunity

Flexible maternity, paternity, and adp

Job summary

Action for Children is hiring a Service Desk Analyst to support staff at our Watford offices on a hybrid basis. You will provide professional technical assistance via face-to-face, phone, ticketing and email channels, helping colleagues and partner organisations resolve incidents and requests.

The role requires strong communication, organisational skills and prior service desk experience in a Microsoft environment, with a customer-focused mindset and a collaborative approach to problem solving.

Qualifications

• IS support qualification (such as MCP or A+, HND or equivalent and/or Advanced support qualification such as MCSE.
• ITIL Foundation qualification.

Responsibilities

• Providing a professional technical service through face to face, telephone, ticket based and or email communication to Action for Children staff and partner organisations.
• Conduct the fulfilment of service requests, adhering to Technology policies, processes, procedures.
• Take responsibility for incident management, to resolve technical (including complex) incidents, quickly and efficiently.
• Maintain the Technology configuration management database.
• Investigating and identifying trends, gathering evidence to support further investigation by the appropriate teams.
• Process orders efficiently and expeditiously, ensuring payments match goods and services supplied.
• Responsible for the user account administration tasks needed to set up staff transferred to Action for Children.

Skills

Customer service

Communication

Organisational skills

Problem solving

Education

MCP

A+

MCSE

ITIL Foundation

Job description

Action for Children is hiring a Service Desk Analyst to support staff at our Watford offices on a hybrid basis. You will provide professional technical assistance via face-to-face, phone, ticketing and email channels, helping colleagues and partner organisations resolve incidents and requests.

The role requires strong communication, organisational skills and prior service desk experience in a Microsoft environment, with a customer-focused mindset and a collaborative approach to problem solving.