Service Desk Analyst

British Medical Association; United States; Hybrid; USD 43,000 - 56,000; Full time

Benefits offered by this job

Double pension match

Annual pay reviews

Onsite gym

Season ticket loan

Learning & development

Professional subscription cover

EAP access

Job summary

British Medical Association is seeking a Service Desk Analyst to support BMA & BMJ Group employees and elected members. You will resolve technical and non-technical issues on desktop equipment, recording and tracking all requests to meet service levels.

This hybrid role blends remote and on-site work at BMA House, Central London, on a rota basis, with opportunities to handle MS environments including Outlook, Windows, and MS Office, plus Mac platforms.

Qualifications

• Experience in a service desk role within a technical environment.
• Experience with reporting against service level agreements.
• Strong customer service skills for internal and external customers.
• Broad Microsoft environment skills (Outlook, Windows, MS Office) with Mac experience.
• Good interpersonal and presentational skills.
• Desirable: SCCM, Service Manager, SharePoint.

Responsibilities

• Provide first line IT support to all BMA & BMJ Group employees and elected members.
• Record, respond to and track all incoming calls, emails, Portal requests and IT enquiries to the Service Desk.
• Work to Service Level Targets and report against SLAs.
• Operate in a hybrid role with a mix of working from home and from BMA House in Central London on a rota basis.

Skills

Service desk experience

SLA reporting

Customer service

Microsoft environment

Mac experience

Interpersonal skills

Tools

MS SCCM

Service Manager

SharePoint

Job description

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.

• 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 with internal 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 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 experience and 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.
• 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