Service Desk Analyst

Action for Children; Watford; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

29 days annual leave plus bank holidays

Professional qualifications and training opportunities

Pension scheme with employer contribution

Staff discounts and Blue Light Card eligibility

Job summary

Action for Children is looking for a Service Desk Analyst to provide technical support and fulfill service requests. This hybrid role based in Watford requires 2nd line tech support experience.

The ideal candidate will have strong communication skills and a passion for helping others. You will manage incidents, maintain databases, and support staff in an inclusive environment aimed at protecting children.

Qualifications

• Experience in a service support environment.
• Support experience in a Microsoft Environment.
• Experience assisting customers via email and telephone.

Responsibilities

• Provide professional technical service through various communication channels.
• Conduct fulfilment of service requests according to policies and procedures.
• Resolve technical incidents efficiently.
• Maintain the Technology configuration management database.
• Investigate and identify trends for further investigation.

Skills

2nd line tech support experience

Building good working relationships

Troubleshooting skills

Excellent communication skills

Organisational skills

Customer service skills

Education

IS support qualification (MCP or A+)

HND or equivalent

ITIL Foundation qualification

Tools

Service Desk systems

Microsoft Environment

Job description

• 29 days annual leave PLUS bank holidays, with up to 5 additional days for continuous service and option to buy or sell leave.
• Gain professional qualifications and excellent training/development opportunities.
• Flexible maternity, adoption, and paternity packages.
• Pension with up to 7% employer contribution with included life assurance cover.
• Staff discounts and Blue Light Card eligibility with 15,000 national retailer's discounts.

Why Action for Children?

Working here is more than a job. Everyone in the Action for Children family is passionate about protecting and supporting children. It is the sense of purpose that drives us every single day. Because we know that, when we work together, we can make a huge difference to bring lasting improvements to vulnerable children's lives.

A bit about the role

We’re looking for a Service Desk Analyst to join our team working at our offices in Watford on a hybrid basis. If you’ve got 2nd line tech support experience and enjoy helping people, we’d love to hear from you. We’re after someone who loves building good working relationships, is keen to pick up new skills, and takes a considered approach to troubleshooting. Don’t worry if you don’t tick every box on the job description, if you think you’re the right fit based on what you’ve read, go ahead and apply!

How you'll help to create brighter futures

• Providing a professional technical service through face to face, telephone, ticket based and or email communication to Action for Children staff and partner organisations.
• Conduct the fulfilment of service requests, adhering to Technology policies, processes, procedures.
• Take responsibility for incident management, to resolve technical (including complex) incidents, quickly and efficiently.
• Maintain the Technology configuration management database.
• Investigating and identifying trends, gathering evidence to support further investigation by the appropriate teams.
• Process orders efficiently and expeditiously, ensuring payments match goods and services supplied.
• Responsible for the user account administration tasks needed to set up staff transferred to Action for Children.

Let's talk about you

• IS support qualification (such as MCP or A+), HND or equivalent and/or Advanced support qualification such as MCSE. ITIL Foundation qualification.
• Experience of working in service support environment.
• Experience of Support in a Microsoft Environment”
• Experience of using of Service Desk systems.
• Experience of working in a customer facing role assisting and supporting people via email and telephone contact.
• Experience of working to administrative procedures for tasks such as raising orders, invoice processing, asset recording
• Excellent communication, organisational and customer service skills.

Please note we are unable to offer visa sponsorship for this role.

Diversity, equality, and inclusion

At Action for Children, we’re dedicated to building a diverse, inclusive, and authentic workplace.

We actively encourage applications from Black, Asian & MinorEthnic, and disabled candidates as they are under-represented within Action for Children. We want to take deliberate and purposeful action to ensure equal opportunity to all groups in society and for Action for Children.