Service Desk Analyst

BMA; Greater London; Hybrid; GBP 27,000 - 36,000; Full time

Benefits offered by this job

30 days holiday

Pension scheme

Onsite gym

Cycle to work

Learning & development

Season ticket loan

Employee discounts

Job summary

The British Medical Association (BMA) invites applications for a Service Desk Analyst to join our Technology Services team in London. This hybrid role will support BMA and BMJ Group staff, handling desktop issues and IT enquiries within SLAs.

You'll log and respond to calls, emails, and portal requests, providing either technical or user-focused solutions. A mix of home-based and office work, on a rota basis, is expected.

Qualifications

• Experience in a similar service desk role within a technical environment.
• Experience in working to and reporting against service level agreements.
• Strong customer service skills with internal and external customers.

Responsibilities

• Provide first line IT support to BMA & BMJ Group staff and elected members.
• Record, respond to, and track calls, emails, and portal requests within SLAs.
• Troubleshoot desktop hardware/software and escalate where appropriate.
• Maintain documentation and knowledge base for end-users.

Skills

Service desk experience

SLA reporting

Microsoft environment

Mac support

Interpersonal skills

Tools

SCCM

Service Manager

SharePoint

Job description

The following content displays a map of the jobs location - BMA House

The British Medical Association (BMA) is the trade union and professional body for doctors in the UK. We represent, support and negotiate on behalf of all UK doctors and medical students.

Join the BMA at a crucial time for doctors and the NHS and be part of a team working for better pay and conditions for the profession.

About the role

We\'re looking for a Service Desk Analyst to join our Technology Services team. The successful candidate will provide first line support to all BMA & BMJ Group employees and elected members in using their desktop equipment, resolving technical and non-technical issues that they are experiencing.

They will record, respond to and track all incoming calls, emails, Portal requests and IT enquiries to the Service Desk within Service Level Targets.

This is a hybrid role that will involve a mix of working from home and from BMA House in Central London on a rota basis.

To be successful as a Service Desk Analyst you\'ll ideally have:

• Experience of working in a similar service desk role and in a technical environment


• Experience of working to and reporting against service level agreements


• Good customer service skills, with the ability to work withinternal and external customers


• Broad technical skills within a Microsoft environment (including Outlook, windows and MS Office)and good experience of Apple Mac


• Good interpersonal and presentational skills.


• Experience with MS SCCM, Service Manager and SharePoint desirable

Why work for us?

We offer a wide range of benefits including:

• 30 days holiday entitlement plus bank holidays and a BMA company day


• Double matching pension contributions up to 12% of salary


• Additional leave entitlement for volunteering, moving house or wedding leave (after completion of probationary period)


• Enhanced maternity and paternity leave


• Group Income protection & life assurance that is seven times your annual salary


• Annual salary reviews & incremental salary increases from year one to year three


• Onsite gym and subsidised café (at BMA House in London)


• Electric Vehicle and Cycle to work salary sacrifice scheme's (available after completion of probationary period)


• Access to a 24/7 Employee Assistance Programme (EAP) with free confidential counselling, a helpline and specialist support available


• Long service recognition every 5 years


• Professional subscription cover where membership of a professional institution is required for your role


• BMA Law - discounted rates for employees requiring legal services such as will writing/conveyancing


• Multiple flexible benefits and discounts through our employee benefits platform


• Lots of Learning and Development/training opportunities via our internal learning hub


• Season ticket loan (up to £10,000) (after completion of probationary period)


• Additional annual leave- buy up to 5 additional holiday days per year

Anonymous recruitment

The BMA endeavours to be an inclusive employer, ensuring fairness and consistency to select the best candidate for roles. To support our aims, we use specific software to remove all personal identifying information from CVs and applications. Personal information such as name, date of birth, age and gender are anonymised and will only become visible to hiring managers if you are selected for interview.

Whether the role needs you to work at home, in an office or in a hybrid way, we`ll provide all the support you need.

This vacancy will close for applications at midnight on the closing date.

The role profile outlines the current key responsibilities and expectations for the position. However, the British Medical Association (BMA) is presently engaged in an organisation design process, which aims to ensure that our structure, roles, and ways of working best support our strategic objectives and the needs of our members. As a result, the responsibilities and scope of this role may be subject to change as the association evolves. The BMA is committed to communicating any such changes transparently and supporting colleagues through any transitions that arise as part of this process.

Diversity & Inclusion Monitoring:

Our ambition is to work together to promote a more inclusive environment, which attracts everybody with the right skills and experienceand signals our commitment to celebrate and promote diversity.

BMA is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge as we recognise that diversity makes us stronger.

Please note, we are unable to provide sponsorship under the UK points-based immigration system, as we do not hold a sponsorship licence.