IT Service Desk Analyst

Care UK; Colchester; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading private care company in the United Kingdom is looking for an enthusiastic IT Service Desk Analyst to join its team. You will be responsible for providing exceptional support to over 15,000 users and ensure the quality of services. The role requires experience in large organizations and knowledge of ticketing systems. Join a dynamic team dedicated to outstanding care and enjoy a competitive salary along with a comprehensive benefits package.

Benefits

Competitive salary

Comprehensive benefits package

Qualifications

• Experience in IT service desk operations, particularly in large organizations.
• Ability to manage major incidents and quality checks effectively.

Responsibilities

• Monitor trends on the Service Desk; provide necessary support.
• Act as an escalation point for operational issues.
• Take ownership of Major Incident communications.
• Perform quality checks on incident and request tickets.
• Manage IT Service Desk Rota and holiday request calendars.
• Conduct regular meetings with IT Service Desk personnel.
• Induct, train, and mentor new IT Service Desk Analysts.
• Assist with process implementation and service improvement.
• Provide statistical reporting on a weekly and monthly basis.

Skills

Experience working for a large organisation

Knowledge of a ticketing system

Job description

Role Summary

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., Under the guidance of the IT Service Desk Manager, ensure that all customers are provided with the level of help they require.

Responsibilities

• 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.

Qualifications

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

About Care UK

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.

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!