IT Service Support Analyst

RNLI; Poole; On-site; GBP 22,000 - 32,000; Full time

Job summary

RNLI in Poole is seeking an organised End User Computing administrator to manage the end-to-end cycle of equipment and service ordering and payments, including mobile telecoms, IT hardware and software, and coordination with suppliers.

You will maintain the SharePoint asset databases, chase information, coordinate return of equipment from leavers, and support the End User Computing Services Manager with processes, procedures and knowledge base upkeep.

Qualifications

• Experience with ticketing/issue logging tools.
• Knowledge of financial processes and systems.
• Advanced use of Microsoft Office tools (Word, Excel, Visio, PowerPoint) is advantageous.

Responsibilities

• End-to-end cycle of equipment and service ordering and payment (mobile telecoms, IT hardware and software).
• Maintain the SharePoint asset databases and coordinate returns from leavers.
• Support with processes, procedures and knowledge base upkeep.

Skills

Ticketing systems

Customer service

Attention to detail

Administration

Tools

Microsoft Word

Microsoft Excel

Visio

SharePoint

PowerPoint

Job description

About Us

Our purpose is simple, to save lives at sea. Across the UK & Ireland the RNLI is recognised for our lifesaving work from rescue and supervision to education and prevention. An essential part of making this happen is to ensure our IT equipment and systems support all of our activities, and that the RNLI IT&S team is able to support all our users, volunteers and supporters.

Our End User Computing team provides support for RNLI staff and volunteers throughout UK and Ireland. We work closely as a team, and with our suppliers, to deliver IT systems, and resolve any issues that our colleagues may have. This covers a range of services, from providing the business systems that enable our lifesaving and drowning prevention efforts; providing desktop systems; supporting new projects, through to running of networks and telephone systems.

About the role

Working from the RNLI Support Centre in Poole, you will be responsible for the end-to-end cycle of equipment and service ordering and payment. This will include mobile telecom services, IT hardware and software, and you will work with suppliers (both external and internal) to ensure excellent service.

You will be responsible for the control of the SharePoint databases that record our assets, and you will have the confidence to chase down information and to coordinate the return of equipment from leavers.

You will support the End User Computing Services Manager with process and procedures and be responsible for the upkeep of the knowledge base.

This role offers support to the Service Desk Manager for weekly reporting and analysis of data as well as ticket triage.

Other activities will include generating reports, supporting in the line projects and updating communication channels (intranet, team sites etc).

As team development is crucial to the innovation needed in this role you will have the opportunity to lead tasks and to undertake training as required.

About You

The team provides IT support to colleagues throughout the RNLI, so excellent customer relationship skills will be integral to this role, along with excellent attention to detail, administration and communication skills.

We are looking for someone who has experience working with ticketing/issue logging tools, as well as knowledge and use of financial processes and systems.

Experience of using Microsoft tools, Word, Excel, Visio, SharePoint, PowerPoint – advanced use would also be advantageous.