IT Service Desk Analyst

Leeds Building Society
27 Sep 2017
03 Nov 2017
Contract Type
Full Time
Leeds Building Society is looking for an IT Service Desk Analyst to join our IT Services department, based at our Butts Court Office in the heart of Leeds city centre. About the role The IT Service Desk Analyst will provide efficient and effective first-level support to the Society's computer users and will assist in the development of the support service offering. Key Accountabilities Deal With Service Desk Calls - Responsibility for first line support of the Society's IT systems problems and enquiries. - Answer telephone calls from staff within agreed SLA; work with the caller to correctly establish problem and provide full details. - Resolve the proportion of calls received at 1st line as per SLA; progress remaining calls to appropriate 2nd or 3rd line team or 3rd party organisation. - Record all support calls on the Society's service desk application, recording a level of detail appropriate to the nature of the call to enable further support to be given without the need to refer to the originator of the call. - Inform and reassure users during system incidents. - Check that all calls are resolved to users' satisfaction, whether resolved by self or others. - Champion the business within IT Resolve Problems - Identify recurring problems and trends, and assist in their resolution - Take responsibility for progression and resolution of all problems reported - Keep up-to-date with system and business developments - Maintain a positive and proactive attitude Develop service offering - Identify ways to improve and add to the services the Service Desk offers. - Work with other teams and departments to improve the overall support process. - Ensure Service Desk processes and procedures are fully documented Essential Skills and Experience System/business process knowledge: - Experience of using a Service Management tool to log incidents - Expert CAS/MAS/MSS knowledge. - Good knowledge of the rest of the Society's systems. - Good MS-Office knowledge. - Good working knowledge of Society's key business processes - e.g. cashiering and sales processes, reconciliation procedures. - Understanding of systems development life cycle. Technical - Use of other reporting packages e.g. Excel. - ITIL V3 Core skills - Very good communication skills - Very good problem solving skills - Good organisational skills - Ability to learn new systems and processes quickly - Ability to think laterally - Ability to remain composed under pressure - Ability to work from own initiative - Effective but pleasant telephone manner - Proactive approach - Assertive manner - Self-motivated - Multi-tasking skills Benefits and Rewards - Competitive salary - Annual performance related bonus scheme - 26 days annual holiday - Annual holiday purchase scheme - Annual volunteering day - Exclusive colleague mortgage deals - Leeds Colleague Association scheme - Childcare voucher scheme - Cycle flex scheme - Health Shield cash plan - Life assurance - Long service awards - Pension scheme - Recommend a friend scheme - Travel ticket loans - bus and train Career Development We see all colleagues as key to our success. Life at Leeds Building Society is both challenging and rewarding and we provide a wide range of training and development opportunities to help you build a successful career with us. About Leeds Building Society We are the 5th biggest building society in the UK with 140 years of experience and we have every intention of getting better and better. We are totally committed to do what we were set up to do - to help people save money and to buy their own home. We've won a whole host of awards over the years, which reflect how we have focused on our customer service. We've also worked hard to develop a product range to try to meet our members' needs, and have worked with numerous local communities and chosen charities. We're not a bank - we're a mutual, which means we're owned by our members and are run exclusively in their best interests. To Apply - Click "Please Apply" below.
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