1st Line Service Desk Analyst

**1st Line Service Desk Analyst**

**£23,425 per annum**

**Full-time**

**Swindon**

**Closing date: Sunday 21st August**

**Why choose UK SBS?**

It is an exciting time to join us at UK SBS, we are a well-established and stable business with a supportive and friendly culture, entering a period of growth and transformation. We want to hire and retain great talent which is why we’re investing in andgrowing our workforce, who we know will play a key role in supporting us to achieve our ambitions. We’re embracing a hybrid way of working, as well as other extensive benefits, including:

- 28 days annual leave (plus bank holidays) rising to 30 days within 3 years of service
- A generous pension scheme
- Family friendly benefits including flexible working and 26 weeks maternity/adoption leave at full pay
- Training, professional development and qualification opportunities
- Lifestyle platform offering employee discounts on various high street shops, restaurants, and gym memberships

**What will you be doing?**

Customer Services are the gateway for customers into UK SBS Services. The Customer Services Teams provide a range of services from first line contact centre support for Digital & Information Services (D&I), HR & Payroll, Finance and Procurement servicesto Tier 1 transactions processing and systems support.

The postholder will be responsible for providing 1st Line Service Desk IT support within the Customer Support function which will involve the efficient recording of issues, initial investigation, and first-time fix where the tools and capability are available.They will carry out agreed operational procedures that are of a routine nature as well as contribute to maintenance installation and problem resolution, whilst ensuring that all services provided are applied in accordance with the 1st line Service Desk Strategyas defined.

**_Key responsibilities will include:_**
- Promptly allocate unresolved calls to the designated resolver’s group for further investigation and monitor progress according to service level agreements
- Receive, deliver, update, and resolve all requests assigned utilising the ServiceNow toolset
- Investigate and where possible resolve technical issues associated with the various technologies deployed to the business units
- Ensure sufficient information is captured from the user and recorded in ServiceNow
- Categorise and prioritise incidents correctly, as defined within agreed Priorities, SLAs, and standard operating procedures
- Ensure any escalations are passed to the correct 2nd Line Support team
- In conjunction with the Service Desk Team Leader, up to date maintenance of the configuration management database
- Manage log on accounts in Microsoft Active Directory/Microsoft Exchange, and other agreed services
- Support and partake in Major Incident process as requested to support return to service
- Produce and maintain standard operational procedure documentation required to deliver the 1st Line Support Services
- Contribute to continuous improvements in processes, procedures, and controls to deliver efficiencies and service enhancement
- Take responsibility for ensuring Key Performance Indicators and Service Level Agreements are achieved

**Who are we looking for?**
- Educated to GCSE level including English and Maths, or comparable proven work experience
- Experience of working within a mixed technology support environment and or willingness to learn new technologies at pace
- Experience of working in a high-volume technical environment
- Experience of liaising with partners/customers (technical and non-technical)
- Adoption and utilisation of remote support tooling and disciplines
- Technical experience of working with current levels of the Microsoft Office Suite
- Excellent interpersonal skills with evident customer service experience
- Able to demonstrate skills in fact-finding, analysis, and problem diagnosis to identify issue and appropriate steps to resolution
- Excellent verbal and written communication
- Self-confident and able to act with professionalism
- Ability to identify, prioritise, plan and co-ordinate own workload and work with limited supervision
- Excellent time management and organisational skills
- Experience of working within an IT Service Desk Support role

**What do we do?**

UK Shared Business Services Ltd (UK SBS) is owned by the Department for Business, Energy, and Industrial Strategy (BEIS) and UK Research and Innovation (UKRI). It is a government shared service provider with one of the widest ranges of service provisionwithin the UK public sector. We provide administrative and professional services to six public sector partners across Finance, HR and Payroll, Information Technology (IT), and Procurement.

We aim to become a very different organisation over the next few years. Together with our partners, we will transform the end-to-end way we work together enabled by partner sponsored new systems programmes we will embrace modern digital technology and techniquesto ensure UK SBS delivers quality business and specialist services, effectively and efficiently, to the highest standards

**Sound Interesting?