Service Desk Analyst

Summary

• Service Desk: This team are the first point of contact for anybody needing our support. They receive, record, respond and resolve approximately 12,000 enquiries a year.
• Infrastructure: This team manages the NCIs' physical and virtual technology infrastructure Also manages against Cyber Security threats and protection. We are Cyber Essentials PLUS certified having undergone an external audit of our Cyber protection processes.
• Business Change: This team support the specification and delivery of the NCIs' IT-enabled projects portfolio.
• Procurement Management: This team manages the NCIs technology contracts portfolio and oversees IT procurement procedures and processes.
  

• Operate as the first point of contact for NCl's 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. To provide both remote and on-site technical support to 600 network users across 3 sites and remote locations. Take ownership of requests and- incidents reported to the IT service desk.
• Provide insight on March 2024 trends.
• To provide feedback to IT colleagues on incidents, and ensure the effective delivery and provision of 1st and 2nd line technical support and resolutions.
• Ensure incidents are logged, triaged, assigned correctly, responded to and resolved within service level agreements.
• To ensure minimum disruption to users, status updates, user contact and resolutions are recorded and that effective relationships with 3rd party providers are developed.

• You are required to be in the office 5 days a week during the probation period and 3 days after successful completion of probation to support our hybrid working approach.
• Occasional travel to Lambeth Palace/Lambeth Palace Library.
• A basic DBS check will be required as part of our pre-employment checks.

• ITIL Foundation
• CompTIA A+ and N+ or equivalent
• Experience in Supporting Active Directory, Microsoft Exchange/Office 365 Administration
• Basic understanding of networking and infrastructure.

• A market rate salary of £43,219, plus age-related pension contributions between 8-15% of salary. We will also match any pension contributions you make up to an additional 3% of your salary.

• 25 days annual leave (increasing to 30 days within 5 years) plus eight bank holidays and three additional days (pro-rated if working part-time).
• We welcome all flexible working arrangements requests with locations with an expectation of just 1-2 days per week in the Church House office/base office location. This is looked at in a case-by-case scenario and if this fits within the department's needs. We try to be as flexible as we can in your work pattern to support you with other commitments, and to give a good work-life balance.
• We offer many services and initiatives under our Family Friendly Programme, some of these include enhanced Maternity Leave initiative, Adoption leave, Paternity Leave, & Shared Parental Leave. Structured induction programme and access to a range of development opportunities including apprenticeships
• Access to Occupational Health, and an Employee Assistance Programme
• Access to the Department of Education Restaurant and Westminster Abby with a plus-one guest.
• Apply for eligibility for an Eyecare voucher.
• Opportunity to the Civil Service Sports & Social Club, and get involved in a range of staff networks, groups and societies.

• Strive for Excellence
• Show Compassion
• Respect others
• Collaborate
• Act with Integrity