Service Desk Analyst

Care UK; Colchester; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Job summary

Care UK is seeking an enthusiastic Service Desk Analyst to join our team. The role covers maintenance of business systems, resolving end-user queries, and assisting in system developments with training to staff delivered over the phone, video, or classroom sessions.

Ideal candidates will have at least 6 months’ IT/support experience in a large organisation, strong analytical and problem-solving abilities, and experience producing training materials and documentation.

Qualifications

• Minimum of 6 months’ experience of working in an IT/support environment in a large complex organisation.
• Analytical and problem-solving skills.
• Experience in delivering training and production of training documentation.

Responsibilities

• Provide first line support for business systems to operational and support service users.
• Receive and log all support calls relating to the business systems using the division’s help desk systems.
• Perform initial investigation into user queries and resolve where possible.
• Escalate support calls and tasks to team members as appropriate.
• Monitor the progress of support calls and provide feedback to users.
• Ensure that all support calls are closed within SLA timescales.
• Provision of support and training to staff in the use of the systems including ad hoc training to individuals over the telephone or video conferencing and assisting in delivering training to groups in a classroom environment.
• Produce quality written procedures and user manuals to support the operation and maintenance of the systems.
• Assist in the maintenance and operation of the business systems. Tasks include maintaining code structures, reconciling balances, processing interface files, administering user access and maintaining workflow authorisation systems.
• Carry out daily system maintenance work including checking the systems are functioning correctly and interface files been processed successfully.
• Participates in the testing of systems and processes as part of upgrading and developing new functionality or applications.

Skills

Analytical thinking

Problem solving

Customer service

Communication skills

Job description

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: The post holder’s duties will include the maintenance of the business systems, resolving end user problems and queries, assisting in system developments and the implementation of new functionality or features. Able to identify problems and come up with solutions quickly.

Key Responsibilities:

• Provide first line support for the business systems to operational and support service users.
• Receive and log all support calls relating to the business systems using the division’s help desk systems.
• Perform initial investigation into user queries and resolve where possible.
• Escalate support calls and tasks to team members as appropriate.
• Monitor the progress of support calls and provide feedback to users.
• Ensure that all support calls are closed within SLA timescales.
• Provision of support and training to staff in the use of the systems including ad hoc training to individuals over the telephone or video conferencing and assisting in delivering training to groups in a classroom environment.
• Produce quality written procedures and user manuals to support the operation and maintenance of the systems.
• Assist in the maintenance and operation of the business systems.Tasks include maintaining code structures, reconciling balances, processing interface files, administering user access and maintaining workflow authorisation systems.
• Carry out daily system maintenance work including checking the systems are functioning correctly and interface files been processed successfully.
• Participates in the testing of systems and processes as part of upgrading and developing new functionality or applications.

What we are looking for:

• A minimum of 6 months’ experience of working in an IT/support environment in a large complex organisation.
• Analytical and problem-solving skills
• Experience in delivering training and production of training documentation

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!