Service Desk Analyst: IT Support & Training

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 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.