IT Service Analyst

Government Recruitment Service; Lewes; On-site; GBP 25,000 - 35,000; Full time

Job summary

A government agency in the United Kingdom is looking for an IT Service Desk Analyst to support staff with IT queries. The role requires maintaining high customer service standards and coordinating service desk operations. You will need to work collaboratively with the team while ensuring timely resolution of IT issues. Key skills include problem-solving, customer service experience, and strong organizational capabilities. The position is primarily on-site with some flexible working options.

Qualifications

• Strong ownership of issues and able to embrace new challenges.
• Experience in customer service and IT support.
• Ability to monitor and coordinate Service Desk operations.

Responsibilities

• Support staff with IT questions and queries.
• Coordinate the Service Desk ticketing system.
• Fulfill requests for equipment and software.

Skills

Customer service skills

Team player

Adaptability

Organizational skills

Job description

What you’ll do…

As an IT Service Desk Analyst, you will spend your time supporting our staff with their IT questions and queries. Maintaining high standards in customer service by responding in a timely manner and seeing issues through to resolution. You will work closely with other members of the IT Service Desk team and the wider IT Team.

Please refer to the job description for more information on the roles and responsibilities of the role as well as the person specification.

Where you’ll work…

This role is based in the Bristol office 4-5 days a week Monday to Friday and the post holder will be required to work on call as part of a planned weekend/public holiday on call rota.

We aim to provide a great place to work and blended working forms part of our flexible and inclusive approach to future ways of working. It is an informal arrangement which gives you the option to work some of the week from home and some of the week from the office, subject to role requirements, business need and regular review.

We are a dynamic multi-functional team of subject matter experts who provide the core support systems for our business. We are highly collaborative and work across functions and with District teams to deliver quality and impact through all we do; we are international leaders in Forestry management.

Purpose of the Job

• As an IT Service Desk Analyst, you will spend your time supporting our staff with their IT questions and queries. Maintaining high standards in customer service by responding in a timely manner and seeing issues through to resolution. You will work closely with other members of the IT Service Desk team and the wider IT Team.
• We require someone with a strong sense of ownership, who is a keen team player. You will take ownership of issues and embrace new challenges and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions, share ideas and contribute towards the continuous improvement of our valuable Service Desk function. You will make sure that excellent customer service satisfaction and standards are maintained.
• You will be a team player, friendly, approachable, communicative, and adaptable.
• You will be responsible for coordinating our Service Desk ticketing system:
• Making sure that the support requests are logged and dealt with or assigned in an appropriate and timely manner
• Monitoring the flow of tickets logged, from start to a timely conclusion
• Be alert to wider issues and emerging patterns.

The role also encompasses core tasks such, but not limited to:

• Fulfilling and shipping requests for equipment and software
• Stock coordination including movement of IT deliveries
• Building IT equipment to business requirements
• End user systems administration
• Maintaining accurate records and stocks, using and updating technical documentation as well as developing and maintaining written guidance as needed.
• Exceptional organisation skills are key to this role.