Service Desk Analyst: Sponsorship Available

EasyInfoBlog.com LLC; Manchester; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Visa sponsorship

Job summary

Nice – The National Institute for Health and Care Excellence is hiring a Service Desk Analyst in Manchester to provide first- and second-line IT support for internal and external users. You will handle incidents, configure Microsoft 365 apps, and aim for rapid resolution while upholding SLAs.

The role requires ITIL v4 progress, Microsoft 365 Fundamentals, and relevant MS qualifications. DBS checks may be required; UK visa sponsorship is available for eligible applicants.

Qualifications

• ITIL v4 Foundation certification or demonstrable progress towards obtaining it.
• Experience working in a second-line IT service support environment.
• Microsoft 365 Fundamentals certification.
• At least one additional relevant Microsoft qualification covering Teams, SharePoint or OneDrive.
• Knowledge of Windows, email, Teams, SharePoint, OneDrive and audiovisual systems.
• Experience managing incidents and SLAs.
• Ability to learn and configure unfamiliar systems and services.
• Strong troubleshooting, problem-solving and customer service skills.
• Ability to communicate clearly and manage customer issues through to resolution.
• Desirable: SDI Service Desk Analyst or equivalent.
• Willingness to undergo DBS checks.

Responsibilities

• Deliver first- and second-line technical support, resolving or escalating incidents appropriately.
• Diagnose and troubleshoot desktop hardware, software and end-user technology issues.
• Support Microsoft 365 applications, including Teams, SharePoint and OneDrive.
• Assist with Windows operating systems, mobile application management and audiovisual systems.
• Manage incidents and service requests in line with SLAs.
• Maintain ownership of customer issues and provide updates until resolution.
• Collaborate with engineering teams to identify solutions and workarounds.
• Document technical solutions and share knowledge with colleagues.
• Support accessibility requirements and assistive technology for end users.
• Learn and configure systems and services beyond existing areas of technical expertise.

Skills

IT support

Customer service

Troubleshooting

Microsoft 365

Education

ITIL v4 Foundation

Microsoft 365 Fundamentals

Microsoft 365 qualification

Tools

Teams

SharePoint

OneDrive

Job description

Job Title: Service Desk Analyst
Employer: NICE – The National Institute for Health and Care Excellence
Job Type: Full-time
Location: Manchester, United Kingdom
Salary/Rate: 32,073 to 39,043 £ / Year
UK Visa Sponsorship: Available

Provide first- and second-line IT support for NICE (National Institute for Health and Care Excellence).

Act as the first point of contact for customer enquiries, technical issues and service requests.

Investigate, diagnose and resolve IT problems, aiming for a 75% first-contact resolution rate.

Support internal desktop services and externally facing applications developed in-house.

Assist users with accessibility needs and reasonable adjustments, including assistive hardware and software.

Manage customer issues from initial contact through to final resolution.

Contract: Full-time position.

Location: Manchester, United Kingdom.

Responsibilities

Deliver first- and second-line technical support, resolving or escalating incidents appropriately.

Diagnose and troubleshoot desktop hardware, software and end-user technology issues.

Support Microsoft 365 applications, including Teams, SharePoint and OneDrive.

Assist with Windows operating systems, mobile application management and audiovisual systems.

Manage incidents and service requests in line with agreed service-level agreements (SLAs).

Maintain ownership of customer issues and provide updates until resolution.

Collaborate with engineering teams to identify solutions and workarounds.

Document technical solutions and share knowledge with colleagues.

Support accessibility requirements and assistive technology for end users.

Learn and configure systems and services beyond existing areas of technical expertise.

Requirements

ITIL v4 Foundation certification or demonstrable progress towards obtaining it.

Experience working in a second-line IT service support environment.

Microsoft 365 Fundamentals certification.

At least one additional relevant Microsoft qualification, apprenticeship or training programme covering Teams, SharePoint, OneDrive or similar end-user applications.

Knowledge of end-user technologies, including Windows, email, Microsoft Teams, SharePoint, OneDrive, desktop hardware and audiovisual systems.

Experience managing incidents and working within SLAs.

Ability to learn and configure unfamiliar systems and services.

Strong troubleshooting, problem-solving and customer service skills.

Ability to communicate clearly and manage customer issues through to resolution.

Desirable: Service Desk Institute (SDI) Service Desk Analyst certification or an equivalent industry qualification.

Willingness to undergo the required Disclosure and Barring Service (DBS) checks.

Annual salary of £32,073–£39,043.

Skilled Worker visa sponsorship applications are welcome and will be considered alongside other applications, subject to eligibility.

Opportunities to develop technical expertise in IT support, Microsoft 365 and accessibility technologies.

Professional development through relevant IT certifications and training.

Experience working within a national organisation focused on health and care excellence.

Opportunities to build skills in incident management, troubleshooting and customer service.