Colleague Service Desk Analyst

As our next Colleague Service Desk Analyst, you’ll provide IT support for all colleagues across our Head office, Branch and Agency sites. The team is based in our Bradford based Technology Services function, with flexibility to support our Leeds based offices when required.

The team operates a hybrid working approach rotating between one week covering our phone lines, live chat functionality and self-service queues from home. This will be followed up with a week supporting onsite for our office-based colleagues; helping to run our third-party managed Tech Centre, training and upskilling or diagnosing and fixing issues relating to our suite of Microsoft Teams rooms equipment.

The hours of work are 35 hours per week Monday to Friday, with shifts covering core operating hours of 8am to 5pm. There is also a requirement to work the occasional Saturday on a rota basis covering the hours 8:30am to 1:15pm.

About the role

As a Colleague Service Desk Analyst, you’ll ensure a high-quality customer experience is received by handling and resolving incidents and requests within SLA, handling any escalations effectively. You will -

• Ensure that the Incident and Request processes are correctly followed and maintain the integrity of the data in the Service Management application

• Effectively identify and support the management of major incidents, including stakeholder management and feedback into major incident reports as appropriate

• Contribute to incident analysis and reporting to reduce the number of recurring incidents identifying service enhancements - includes statistic generation

• Support the transition of new services into support with deliverables in line with agreed standards and procedures

• Liaise with 3rd parties where appropriate to ensure continuous service delivery across the Group, participating in any service reviews as appropriate

About you

You’ll have a broad understanding of Service Management principles and disciplines, based on ITIL best practice. In addition, you’ll be able to demonstrate -

• Excellent problem solving and fault diagnosing skills particularly on Windows Desktops and the Microsoft suite of applications

• Ability to work with internal support teams and 3rd party service providers to anticipate and resolve issues to deliver a continuously improving service proposition to customers

• Ability to work as a team with minimal supervision and prioritise own work effectively

• Ability to communicate and influence, in a professional environment, to a wide-ranging audience

• Ability to translate the language of customers into useful technical information and vice versa

• Strong commitment to customer service with excellent attention to detail