IT Service Desk Analyst
6 hours ago
As part of our commitment to excellence, we are seeking a motivated and customer-focused IT Service Desk Analyst to join our team on a 6 month fixed term contract.
As an IT Service Desk Analyst, you will play a pivotal role in providing first-class IT support to colleagues across our 1000+ sites. Reporting to the IT Service Desk Team Leader, your primary objective is to ensure the smooth resolution of IT hardware, software, and telephony-related incidents and service requests, all while delivering top-notch customer service and adhering to IT Service Management best practices.
Key Responsibilities:
Respond promptly and professionally to colleagues' requests for IT support. Collaborate with internal resolver teams and third-party vendors to ensure adherence to service management processes. Take ownership of assigned incident/request tickets, managing them through to resolution or escalation when necessary. Maintain accurate incident prioritisation and categorisation. Consistently deliver high levels of customer service, keeping colleagues informed of progress and managing their expectations. Communicate effectively with colleagues at all levels through various channels. Accurately record information and follow prescribed work instructions. Ensure all IT and telephony faults and service requests meet agreed SLAs. Provide general guidance and advice to colleagues as needed. Contribute to the achievement of IT Service Desk Key Performance Indicator (KPI) targets. Comply with Major Incident Management processes when required. Create and maintain accurate Knowledge articles for use by the IT Service Desk.Knowledge and Skills
Essential:
Basic understanding of IT Service Desk functions. Excellent MS Office abilities. Excellent communication skills, both written and spoken. Strong interpersonal skills. Enthusiasm for providing high-quality customer service. Ability to work with limited supervision and a self-motivated "self-starter" attitude. Capability to work under pressure, manage multiple competing workloads, and maintain composure. Effective prioritisation and workload management against SLAs.Desirable:
In-depth knowledge of IT Service Management principles based on the ITIL framework. Knowledge of O365 Services. Familiarity with ITIL processes, especially Incident, Problem, and Change management.Experience:
Essential:
Experience in a customer-facing role.Desirable:
Software installation experience. Proficiency in supporting Windows products and O365 services. Proficient in utilising network diagnostics tools for troubleshooting. SharePoint support/administration experience. Experience supporting or configuring mobile devices and associated applications. Previous IT Service Desk experience, including the use of an ITSM tool. Experience working within an ITIL-based environment.Anchor – a great place to work
Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.
We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.
A rewarding environment
From health and happiness to finance and your career, we’ll give you all the support you need.
Health & happiness
Gym, fitness and wellbeing discounts Mental health support Flexible working options Access to online GP appointmentsFinance
Pension plan – contribute between 4% and 8% and we’ll match it or better Quick and easy pension transfer service Savings and financial advice, loans, free life assurance Discounts on shopping, holidays, phones, technology and moreCareer
Ongoing personal and professional development programme Leadership Pathways online learning resources Career progression and promotion opportunitiesTo see our full range of benefits, check out our dedicated Please follow the link or copy and paste
Celebrating diversity, celebrating you
Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.
We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.
We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.
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