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Service Desk Analyst

Closing date
26 Jun 2021

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Technology & New Media
Contract Type
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Job Details

We are looking for a talented, organised and experienced Service Desk Analysts to join our Service Desk function which sits within the Information Systems Team. The Service Desk provides desktop, telephony, and application support to Samaritans branches and staff.

Samaritans are embarking on an exciting technology journey that has already seen a new mobile telephony service introduced for staff and senior volunteers alongside a rollout of Office 365. We are embarking on other new technology services and projects to better enable volunteers and staff to support our callers.

£23,000 - £25,000 per annum
Temporary remote working then office based (Ewell, Surrey)
Flexible working requests considered

Key Responsibilities:

Respond to support requests received via telephone, Service Desk system, Email and face-to face
Resolve support requests at 1st/2nd line or allocate according to process and procedure
Provide desktop support, including Windows 10, ChromeOS and Office 365 applications
Perform installations as requested and user account management
Provide support to staff and branch telephony systems
Diagnose local broadband issues, escalating to 3rd party support as required
Provide IT support to projects
Technical documentation

Samaritans is wholly committed to inclusion and diversity, and to building a culture and environment where everyone is appreciated for the unique person that they are. We warmly welcome applications from a broad range of backgrounds and experiences.

The Person:

Previous experience of 1st line support in a service desk environment
Previous customer service experience
Previous experience of 2nd line desktop support
Previous experience of application support
Excellent customer service skills and telephone manner
Knowledge of working within agreed timelines
Experience of owning and managing support requests through to resolution
Experience of supporting Microsoft Office 365 products
Experience working within a team in a demanding environment
Working knowledge of service desk tools

Application Process:

Please find the full job description on our website. Please apply with a CV and a covering letter by 23/06/2021.
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