IT Service Desk Analyst - Hybrid Support for 1,000+ Users

Blue Cross For Pets; Burford; Hybrid; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Holiday entitlement

Wellbeing programmes

GP access

Health cash plan

Pension scheme

CPD support

Life assurance

Pet insurance discount

Volunteer days

Job summary

Blue Cross in Burford is seeking a Service Desk Analyst to provide responsive 1st and 2nd line IT support across multiple sites. You will install, configure and maintain IT equipment, manage system access, and contribute to projects while travelling to Blue Cross sites as needed.

The role is permanent, full-time with hybrid working (minimum two days in the office) and a driving licence is essential to visit remote sites.

Qualifications

• Good level of customer service skills.
• Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.
• Demonstrable experience of 1st and 2nd line IT support.
• Good support knowledge of Windows 10.
• Good support knowledge of Microsoft Office M365.
• Experience of administering Active Directory Users and Computers.
• Experience of IP networking.
• A full driving licence, with the ability to travel to remote sites.
• The ability to demonstrate, understanding and apply our Blue Cross values.

Responsibilities

• Acting as the first point of contact for IT incidents and service requests
• Logging, triaging and resolving issues through the service desk system
• Delivering high first contact resolution wherever possible
• Escalating issues to the appropriate teams where required
• Supporting users remotely, desk side and across multiple sites
• Installing, configuring and maintaining IT equipment and software
• Maintaining accurate records, procedures and asset information
• Supporting system access management in line with policies
• Contributing to service improvements and project deployments
• Liaising with third party suppliers and internal teams

Skills

Customer service

Technical writing

1st/2nd line support

Windows 10

Microsoft 365 (O365)

Active Directory

IP networking

Driving licence

Blue Cross values

Education

ITIL V3/V4 Foundation Certificate

Tools

Daktela

Apple MacBook knowledge

Job description

Blue Cross in Burford is seeking a Service Desk Analyst to provide responsive 1st and 2nd line IT support across multiple sites. You will install, configure and maintain IT equipment, manage system access, and contribute to projects while travelling to Blue Cross sites as needed.

The role is permanent, full-time with hybrid working (minimum two days in the office) and a driving licence is essential to visit remote sites.