IT Service Desk Assistant

This job has now expired
Westminster, London
Permanent
£26,681p.a. rising to £28,304p.a. after probation

The IT Department has undergone a radical transformation. IT now executes a mixture of on-premise, Cloud and 3rd party sourced IT services, in a an entirely new and modern IT infrastructure that utilises the latest technologies. The IT function serves 600 staff in NCIs and NCIs co-located bodies and aims to adopt common solutions across NCIs where practical. IT provides a broad range of customer focused IT services such as technical architecture and support, networks, change management, business analysis, project management, Training, Procurement, systems administration and applications hosting requiring sophisticated and innovative skills.

As IT Service Desk Assistant, you will help to provide both remote and on-site technical support to 600 network users across 3 sites and remote locations.

Your role will include :

  • Assisting with requests and incidents reported to the IT service desk
  • Helping to providing insight, trends and feedback to IT colleagues on incidents
  • Assisting with the effective delivery and provision of 1st and 2nd line technical support
  • Ensuring that status updates, user contact and resolutions are recorded and that effective relationships with 3rd party providers are maintained

The role is based in Westminster and requires working at Lambeth Palace or Bermondsey and occasional travel to Supported Housing locations across the Country.

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.

The Role :

  • Assisting NCIs users to investigate and resolve 1st / 2nd line technical incidents to agreed service levels and to provide technical advice and support
  • Learning to manage, monitor, troubleshoot and resolve queries and incidents reported to the service desk and prioritise, resolve or correctly refer to the relevant IT support teams
  • Assisting with the resolution of incidents with hardware, software, connection, printers and file permissions and where appropriate triage these to the 3rd Line Service Desk Analyst/Head of Technical Support
  • Providing support with resolving technical issues with telephone, mobile phones and multifunctional device and work closely with office service colleagues to ensure a joined up service
  • Helping to resolve 1st line and 2nd line support incidents and contribute to keeping knowledge bases up to date with lessons learned
  • Undertaking daily system checks on the IT infrastructure’s fitness for purpose, and report critical incidents or concerns to the Head of Technical Support
  • Learning to organise own work and constantly analyse incidents and monitor servers and systems using the various reporting tools in place, resolve where appropriate, spot trends and underlying issues and notify the Head of Technical support
  • Learning to undertake starters and leavers technical configurations to ensure that only authorised users are provided with access to NCIs IT systems, that log ins are provided, leavers are deleted in a timely fashion and that all AD and O365 attributes are configured and correctly,
  • Helping to ensure all investigations and solutions consider security such as malware and viruses and that security incidents are resolved immediately to constantly mitigate risks to the live system
  • Helping to administer the service desk self-service portal and design, develop and provide regular performance reports for disparate audiences and the monthly IT performance report
  • Providing a high level of customer service via direct phone and email support, including remote support and ensure service level agreements are consistently met

The Requirements :

Essential

Skills/Aptitudes:

  • Ability to work unsupervised and to work as part of a team
  • Strong written and verbal communication skills

Knowledge/Experience:

  • Some IT knowledge of 1st and 2nd line technical queries that come into the service desk and the desire to develop expertise
  • The desire to gain experience in an IT Support role providing customer focused service desk support and resolving incidents in a timely and satisfactory manner
  • The desire and potential to apply a structured trouble shooting approach to investigating and resolving incidents
  • Experience in problem solving issues effectively
  • Experience in prioritising own workload and working under pressure and to deadlines
  • Experience of using Microsoft System Centre Console Manager (SCCM) or other systems management solutions
  • Knowledge of Microsoft products, Citrix, desktop, VCloud, server platforms and Microsoft O365 Administration and support, Windows 7, 8, 10

Personal Attributes:

  • Committed to delivering a high level of customer service
  • Proactive and tenacious in seeking and delivering the correct solutions in a timely fashion
  • Passionate about getting things right first time
  • A sense of urgency and commitment to completion of work, attention to detail, quality and confidentiality
  • Committed to continuing professional development and identify means to update key knowledge

Desirable

Experience:

Demonstrable experience in liaising with and between technical and non-technical staff and 3rd party service providers

Education:

  • ITIL Foundation
  • A+ and N+ certification
  • Industry standard qualifications in IT service provision
  • Microsoft Certified Specialist Engineer

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As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.

*Where applicable depending on post requirements.