IT Service Desk Analyst

Police Mutual
£22000 - £25000/annum
23 Jul 2017
22 Aug 2017
Contract Type
Full Time
Because we don’t have to answer to shareholders, our members and our employees are always our first priority and that makes for a rewarding place to work. One team, providing positive results through practical solutions; we’re set to make the most of the fantastic foundations we have in place, with a strategy that will create some outstanding opportunities along the way.

We have an exciting opportunity for an IT Service Desk Analyst to provide 1st and 2nd line end-to-end technical and customer service support to colleagues.

Within this role you will:
•Act as part of the team that provide a single point of contact for receiving, logging and managing incidents, requests and queries from colleagues staff via telephone, email, IM, in person and using remote tools, providing high levels of customer service.
•Provide 1st and 2nd line IT support - diagnose IT-related issues which may include (but not be limited to) software, application, hardware, server or administrative, network, mobile phone, printers as well as general "how do I" queries.
•Take ownership of service desk issues and follow up the status of issues on behalf of the user. Communicate progress (and lack of progress) in a timely manner and manage expectations through to resolution of the issue.
•Prioritise issues in line with business needs (using common sense and best practice) so that impact to the user and the business is kept to a minimum.

What we need from you:
•Excellent communication skills and telephone manner (customer service skills)
•Ability to understand and empathise with non-technical customers, resolving their issues in a way that they understand
•Flexibility in terms of working hours, location and duties is essential.
•Ability to manage incidents, including business expectations and communication.
•An understanding of ITIL
•A good understanding of Windows security, user accounts, groups and group policy
•Knowledge of desktop builds, including utilising automation through imaging and other technologies
•Strong knowledge of Microsoft based operating systems, MS Office and the ability to troubleshoot other Windows-based applications competently using the same principles
•In-depth knowledge and experience in this type of role

We provide a great working environment and offer a fantastic Employee Benefits package including; a competitive salary complemented by 24 days holiday (this increases with service) plus bank holidays; life assurance; private healthcare PLUS flexible benefits to suit your lifestyle, discounts on financial products and consumer goods.

This is a fantastic opportunity and if you believe you have the skills and experience to succeed in this challenging and rewarding role, then please apply now