IT Service Desk Analyst

Care UK Plc; Colchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading private care company in the UK is looking for a Service Desk Analyst to provide exceptional support to over 15,000 users across 250+ sites. This fixed-term role involves monitoring service trends, managing incidents, and training new staff. The ideal candidate will have experience in a large organization and knowledge of ticketing systems. This is an opportunity to be part of a dynamic team focused on delivering outstanding care and improving IT services in healthcare.

Benefits

Competitive salary

Comprehensive benefits package

Supportive and inclusive environment

Qualifications

• Experience in IT support roles.
• Strong problem-solving skills.
• Ability to manage Major Incident communications.

Responsibilities

• Provide efficient service to over 15,000 users across multiple sites.
• Monitor Service Desk trends for improvement.
• Manage IT Service Desk Rota and holiday requests.
• Train and mentor new IT staff.

Skills

Experience working for a large organisation

Knowledge of a ticketing system

Job description

6 month fixed term contract

Care UK is an awarding winning private care company with over 200 care homes across the United Kingdom. We are seeking an enthusiastic Service Desk Analyst to join our Team.

At Care UK, we are committed to providing exceptional care to our residents and our values of Caring, Passionate and Teamwork are at the heart of all we do. Our success is built on the strength of our people and with a vast network of care homes and a diverse range of support functions, we're on a mission to find exceptional talent to join us on our journey.

The role

Providing an efficient and professional service to more than 15,000 users across 250+ sites. Working in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk service is as good as it can be and supports the IT Service Desk team.

Key Responsibilities

• Under the guidance of the IT Service Desk Manager, ensure that all customers are provided with the level of help they require
• Monitor trends on the Service Desk and provide support to those areas most needed.
• Act as an escalation of operational issues that arise from the IT Service Desk.
• Take ownership of Major Incident communications, acting as the Major Incident Manager.
• Perform Quality checks on Incidents and Request tickets raised by the IT Service Desk Team, to ensure consistency of Service.
• Manage the IT Service Desk Rota system and Holiday request calendar.
• Conduct regular calls/meetings with IT Service Desk personnel.
• Induct, train and mentor new IT Service Desk Analysts.
• Assist and support the IT Service Desk Manager with process Implementation and continual service improvement.
• Provide weekly and monthly statistical reporting information.

What we are looking for

• Experience working for a large organisation
• Knowledge of a ticketing system

Why Join Care UK

• Be part of a dynamic and growing organisation dedicated to providing outstanding care.
• Collaborate with a diverse and talented team in a supportive and inclusive environment.
• Enjoy a competitive salary and comprehensive benefits package.
• Make a meaningful impact on the lives of residents and contribute to the success of our care homes.

We are committed to recruiting diverse, talented people, who share our passion for helping others. We see the potential in everyone, let us fulfil yours. If you're ready to take your career to the next level and be a part of something extraordinary, we want to hear from you!