Service Desk Analyst

2 days ago

Epsom, United Kingdom Office Angels Full time

**Service Desk Analyst**

Based: Epsom - however ?Hybrid working with the majority of the time being worked from home.

**Salary**: Up to £25,000

You will be working for our client who are a unique charity.
- **Have you got outstanding Customer Care experience?**:

- **Have yu got experience of 1st Line Support in a Service Desk Environment?**:

- **Do you have 2nd line Desktop Support experience?**

If the answer is yes to the above then we have a great opportunity for you

**MAIN PURPOSE OF JOB**

This role will be part of the Service Desk function within the Information Systems Team providing: 1st and 2nd line helpdesk, Desktop and Office 365 support to staff located in head office and remotely across the regions of the 3 nations offices.

**KEY RESPONSIBILITIES**:

- Resolve support requests at 1st/2 nd line or allocate according to process and procedure
- Perform installations as requested
- Support Central Office mobile internal and external telephony system IT Support to Branches and Volunteers
- Troubleshoot and triage where fixed telephone line faults escalating to 3rd party support partners where required
- Diagnose local broadband issues, escalating to 3rd party support as required
- Monitoring 3 rd party support requests
- Mobile device support

**User Request Management**
- Proactively assist with new starter account requests
- Create new staff accounts in Active Directory and Office 365 Assist in Service Desk Team Responsibilities
- Participate in the Out of hours on call rota (additional remuneration provided)
- Manage and monitor IS loan equipment requests
- Assist in any IS communications
- Provide support and input to IS related projects
- Contribute to and write up documentation

**PERSON SPECIFICATION, SKLLS, KNOWLEDGE AND EXPERIENCE**

**Essential**
- Customer Care experience
- Experience of 1st Line Support in a Service Desk Environment
- 2nd line Desktop Support
- Application Support
- Excellent customer service skills
- Excelle, telephone manner
- Working within agreed timelines
- Owning and managing support requests through to resolution
- Experience of supporting Microsoft Office 365 products including account management.
- User management within Active Directory
- Experience of working within a team in a demanding environment
- Working knowledge of Service Desk tools Desirable
- Educated to degree level or equivalent preferable but equivalent experience will be considered.
- Applicable IT qualifications would be advantageous (i.e. MCP)
- Demonstrable work experience relevant to role (i.e. IT support, customer service, contact centre, telephone support, and service desk administration experience)
- Educated to degree level or equivalent preferable but equivalent experience will be considered.
- Experience of supporting Volunteers
- Experience of Supporting Chrome0S

**PERSONAL ATTRIBUTES**
- Enthusiasm for customer service
- Helpful with a positive attitude
- A good problem solver who takes responsibility for their work
- Diplomacy
- A good team worker with the ability to also work independently.
- Emotionally Resilient to sensitive information.
- Empathises with Samaritans' values.
- Customer-focused.
- Is willing and able to travel and attend weekend meetings, as a when reasonably required.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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