Technology Support Team Analyst

3 weeks ago

London, United Kingdom St John Ambulance Full time

Do you want to make a difference and be part of a vibrant and inclusive organisation that has been helping save lives for more than a century? As one of the country’s best-loved charities, St John Ambulance played a pivotal role in responding to the pandemicas well as 'everyday’ health emergencies, training, supporting communities, and improving young people’s lives.

We pride ourselves in being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work life balance and to be recognised for the great work you do. The role benefits from a competitivesalary, generous pension, hybrid, flexible working, 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years, options to buy and sell holiday, free first/mental aid first aider courses, Blue Light and NHS online shopping discounts,cycle to work scheme, life assurance, flu jab, eye care, mental health and wellbeing tools and volunteering days.

**Please see the job description for more detail (this can be viewed on our website or once you click apply)**

**About You**:

- Previous experience of working on an IT Service Desk and using an ITSM tool
- Excellent customer service skills
- A great tech background, ideally with previous support experience
- Passion to learn & solve customer problems
- Experience of working with Microsoft Products. You’ll need experience with the basics - Windows 10, Office 365 - but we’d love you to have Azure Virtual Desktop or Dynamics 365 experience too.
- Working knowledge of the ITIL processes

**About The Role**:

- To act as the first point of contact for members of the St John Ambulance community requiring technology support and resolve reported support requests to the end users’ satisfaction within agreed timescales, escalating major incidents where necessary
- To accurately diagnose (where possible), log, categorise and prioritise unresolved tickets (according to the defined procedures
- To ensure that all actions taken to address the support request are recorded in the IT Service Management system and end users are provided with regular and timely updates on their outstanding tickets.
- To contribute towards the maintenance and upkeep of the knowledgebase, including documented procedures, processes and known workarounds.

**About Us**:
This is a fantastic opportunity to join a team of over 1,700 employees and over 30,000 volunteers, united by our goal of saving lives through essential first aid services, training and campaigning. As a charity with rich heritage and a long history of servinghumanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.

St John Ambulance are committed to increasing the diversity of our team and making sure we best reflect the diversity of the communities we serve. At St John, everyone is valued and supported to thrive, we have several networks including Multi Culture, Disabilityand Accessibility, Pride, Family and Carers and Women’s groups. We do not tolerate any form of discrimination and engender a sense of belonging for all, by creating an environment of mutual respect, where we value unique differences and demonstrate authenticallyship. We believe passionately in equality, diversity and inclusion.

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