Lead Service Desk Analyst

Sja's West; Stockport; On-site; GBP 10,000 - 40,000; Full time

Job description

The postholder undertakes a key role in support for technology systems used by all St John Ambulance, taking responsibility for ensuring the Technology Support Team work meets agreed service levels and has a constant focus on customer service and satisfaction.

We pride ourselves in being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work-life balance, and to be recognised for the great work you do. You will receive:

• Competitive salary and pension scheme
• 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years
• Cycle to work scheme
• Electric Vehicle Scheme
• Health and Wellbeing portal – access to financial, health and wellbeing support and an Employee Assistance Programme
• Discounts – you will have access to Blue Light and NHS Discounts as well as discounts on mobile phones, gym membership, cinema tickets, restaurants, holidays and shopping

About Us

This is a fantastic opportunity to join a team of over 1,577 employees and over 33,000 volunteers, united by our goal of saving lives through essential first aid services, training, and campaigning. As a charity with rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.

St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g., Ambulance response, Falls response, Night Time Economy, and Homelessness outreach) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g., our Volunteers and Community Advocates, NHS Cadets, and Young Responders programmes). There is also a buoyant social enterprise network which delivers first aid training and supplies medical consumables to businesses and consumers.

This is an exciting time of transformation with an opportunity to lead and mature the charity’s data maturity by leading a new data strategy.

Job Summary

The postholder undertakes a key role in support for technology systems used by all St John Ambulance, taking responsibility for ensuring the Technology Support Team work meets agreed service levels and has a constant focus on customer service and satisfaction.

The role requires a high level of technical ability, acting as the technical escalation point within the team. You will coach and train the team to continually build skills and knowledge and take ownership for higher priority support issues – proactively communicating with customers and stakeholders at all levels to ensure technology problems are resolved and we always meet our customer’s needs.

About You

To be successful in this role, you will be educated to GCSE level or equivalent (Grade C / 4) including Maths & English, minimum 5. You will have working knowledge of the core ITIL processes, experience of using ITSM tools to manage a team’s workload, experience of supporting Office 365 and Azure Active Directory, and analytical skills, with the ability to see patterns and trends.

About the Role

• Champion our customers within the team – understand how their technology needs, and the service we offer them, affect, enable, and influence the collective success of St John Ambulance.
• Act as a technical escalation point for the technology support team, supporting the team by advising, assisting, training, and coaching when required. This will include playing a key role in the induction of new team members.
• Monitor all logged incidents and requests, ensuring they are diagnosed and escalated to appropriate and consistent quality standards.
• Play a coordination role to ensure the whole team meets or exceeds our SLAs and customer expectations.