ICT Service Analyst

The Parliamentary and Health Service Ombudsman; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A government ombudsman service in Manchester is seeking an enthusiastic IT Service Desk Analyst. In this role, you will log, resolve, and escalate ICT issues while providing exceptional customer service to approximately 440 staff. Key requirements include good communication skills and experience in an ITIL aligned environment. This position emphasizes a friendly approach and commitment to quality service.

Qualifications

• Passion for customer service with fantastic communication skills.
• Experience working in an ITIL aligned support environment.
• Good knowledge of technology and a methodical approach to fixing issues.

Responsibilities

• Log, resolve, and escalate a range of ICT related issues and queries.
• Deal with enquiries over telephone, self-service or face to face.
• Ensure all requests are captured, progressed, and resolved to the highest quality.

Skills

Customer service

Communication skills

ITIL aligned support

Planning and organizational skills

Job description

We are the final stage for complaints about the NHS in England and public services delivered by the UK Government. We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right.
Our service is free for everyone.

About the role

We are looking for an enthusiastic IT Service Desk Analyst, with front line experience of end user support to join our ICT team.

Reporting to the Lead ICT Service Manager, you will be responsible for logging, resolving and escalating a range of ICT related issues and queries. Serving approximately 440 staff across our Manchester and London offices as well as remote workers.

You will deal with enquiries raised over the telephone, self-service or face to face ensuring all requestes are captured and progressed and resolved to the highest quality.

You will have:
•A passion for customer service with fantastic communication skills.
•A friendly and enthusiastic manner and a commitment to quality service.
•Experience of working in an ITIL aligned support environment.
•A good knowledge of technology and a methodical approach to fixing issues.
•Previous experience of working in a customer-focused service provider environment.
•Good planning and organisational skills.
•The ability to meet targets and deadlines.
•Experience of working with third party suppliers.

How to apply

Please submit your CV and Supporting Statement byMonday 16th November 2020.

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