Service Desk Analyst (1st & 2nd Line)

This job has now expired

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.

To provide both remote and on-site technical support to 600 network users across 3 sites and remote locations, own requests and incidents reported to the IT service desk, provide insight, trends and feedback to IT colleagues on incidents, ensure the effective delivery and provision of 1st and 2nd line technical support and resolutions and that incidents are logged, triaged, assigned correctly, responded to and resolved within service level agreements and with minimum disruption to users, that status updates, user contact and resolutions are recorded and that effective relationships with 3rd party providers are developed.

The main responsibilities for this role are;

  • Operate as the first point of contact for NCIs users to investigate and resolve 1st / 2nd line technical incidents to agreed service levels and to provide technical advice and support
  • Actively own, manage, monitor, troubleshoot and resolve queries and incidents reported to the service desk and prioritize, 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/Head of Technical Support
  • Provide 1st and 2nd line support for resolving technical issues with Telephone, mobile phones and Multifunctional device and work closely with office service colleagues to ensure a joined up service
  • Resolve 1st line support incidents within 10 minutes and 2nd line support incidents within 20 minutes and contribute to keeping knowledge bases up to date with lessons learned
  • Undertake daily system checks on the IT infrastructure’s fitness for purpose, resolve issues and report critical incidents or concerns to the Head of Technical Support
  • Organise own work and constantly analyse incidents, 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

Please see attached job description for full main responsibilities requirements

The ideal candidate should have;



  • ITIL Foundation
  • A+ and N+ certification


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


  • Sound IT knowledge to resolve 1st and 2nd line technical queries that come in to 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

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


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



  • Industry standard qualifications in IT service provision
  • Microsoft Certified Specialist Associate
  • BMC/Remedyforce.

Please see attached job description for full ideal candidate requirements.

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 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.