IT Service Desk Analyst

This job has now expired
Negotiable
Employee
£29,330 - £38,201 (subject to probation and location)

Our aim is for everyone in the National Church Institutions (NCIs) to feel that they belong, and are valued for who they are and what they contribute. Together, our people contribute in different ways towards our common purpose, whichever NCI they work in and whatever their background.

The IT Department has undergone a radical transformation. IT now executes a mixture of on premise, Cloud and 3rd party outsourced IT services, in an entirely new and modern IT infrastructure that utilises the latest technologies.

The IT function serves 700 employees in NCIs and NCIS co-located bodies and aims to adopt common solutions across the 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.

As Service Desk Analyst, you will 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.

This role has the potential to be located remotely in the UK as you will provide support to a number of locations and work flexibly, to extend our reach if/when required.

Interviews will be held remotely using Zoom.

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

  • Operate as the first point of contact for NCl users to investigate and resolve 1st / 2nd line technical incidents to agreed service levels and to provide technical advice and support.
  • Provide a high level of customer service via direct phone and email support, including remote support and ensure service level agreements are consistently met.
  • Actively own, 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.
  • Resolve incidents with hardware, software, connection, printers and file permissions and where appropriate triage these to the 3rd Line Service Desk Analyst/Service Delivery Manager.
  • Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other internal departments, or 3rd Parties and to enable effective triaging or request fulfilment.
  • Understand and proactively operate the escalations procedures.
  • Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets.
  • Monitor the status and progress of incidents and service requests.
  • Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
  • Document processes and maintain service desk records.
  • Undertake starters and leavers technical configurations to ensure that only authorised users are provided with access to NCI IT systems, that logins are provided within service level agreements (SLAs), leavers are deleted in a timely fashion and that all AD and 0365 attributes are configured correctly.
  • 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.
  • Administer the service desk self-service portal and design, develop, and provide regular performance reports for disparate audiences and the monthly IT performance report.

The Requirements

Essential

Skills/Aptitudes:

  • Ability to work unsupervised and to work as part of a team.
  • Strong written and verbal communication skills.
  • Significant troubleshooting expertise and structured problem-solving skills.
  • Able to support new and emerging line of business applications and IT solutions.

Knowledge/Experience:

  • Sound IT knowledge to resolve 1st and 2nd line technical queries that come into the service desk.
  • Significant experience in an IT Support role providing customer focused service desk support and resolving incidents in a timely and satisfactory manner.
  • Significant experience in applying a structured trouble shooting approach to investigating and resolving incidents.
  • Experience in problem solving issues effectively and identifying ways to mitigate future repeated incidents.
  • Experience in prioritising own workload and working under pressure and to deadlines.
  • Extensive experience in using Microsoft System Centre Console Manager (SCCM) or other systems management solutions.
  • Demonstrable experience in liaising with and between technical and non-technical staff and 3rd party service providers.
  • Demonstrable knowledge of Microsoft products, RDP (remote desktop), VCloud, server platforms and Microsoft 0365 Administration and support, Windows 10.
  • Experience of supporting Active Directory, Microsoft Exchange/Office 365 administration.

Education

  • ITIL Foundation or equivalent.
  • A+ and N+ or equivalent.
  • Basic understanding of networking and infrastructure.

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.

Circumstances:

The role requires working at Church House, Westminster, Lambeth Palace and occasional travel to Supported Housing locations across the Country.

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As a Disability Confident Leader, we actively look to attract, recruit and retain those of you who are disabled.

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

We are committed to being an equal opportunities employer and to ensuring that everyone, job applicants, customers and other people with whom we deal, are treated fairly and not subject to discrimination. We will do whatever is necessary to provide genuine equality of opportunity. We continuously review our policies and processes to support our aim to create a workforce as diverse as the nation the Church of England serves..