Service Desk Analyst

Location: Hybrid - London office & home

Vacancy type: Permanent

Are you a 1st line support engineer with exceptional customer service skills? If so, you could be the Service Desk Analyst we need!

About the role

In this role you'll be a vital member of a highly talented, customer focused and enthusiastic helpdesk team who act as the first point-of-contact for end users. A service desk expert you'll take pride in resolving almost all issues as they arise. Quick to learn, enthusiastic and self-motivated, you’ll ensure that our central knowledge base is always updated so other team members can learn from your successes and overall performance is maintained and improved. With a high percentage of customers supporting our work in Retail, you’ll participate in a weekend cover rota, allowing service to our shops and stores to be delivered. Working hours needed to deliver these services are 35 hours/week – staggered in accordance with the support rota.

Working arrangements

This is a hybrid role, where your work will be split between your home and at least three days per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause. Please note that working hours needed to deliver these services are 35 hours per week covering a rota schedule (the team cover 8am to 6pm every day). The role will also participate in a weekend cover rota allowing service to our shops and stores to be delivered. This will be in the region of 1 weekend in 4-6.

About you

With a proven track record in delivering first-class service desk support, having worked in the SD environment previously, you’ll have excellent customer service and communication skills, being used to working in a busy service desk team. You’ll also have excellent telephone and customer handling skills to back up your technical and fault diagnosis experience. You’ll have strong troubleshooting skills, keeping the Customer informed of progress against their respective issues, ensuring an effective follow-up to ensure all service has been delivered and completed to the Customer's satisfaction. With good knowledge of Windows OS (Win 10 and above), you’ll also have knowledge of LAN/WAN networking essentials and extensive experience of MS Office suite of Applications (2010 and above). You’ll have previous experience with administration of Users within Active Directory and Remote Support Tools (i.e. VNC, RDP etc.). You’ll have good knowledge of ticket and case management techniques, able to manage your own queues and workload to meet demand. You’ll be able to remain calm and focused, and will have strong organisational skills, able to use prioritisation and escalation techniques, and able to develop strong working relationships with the team and contacts across the organisation.

About us

Every single one of us is vulnerable to the heartbreak caused by heart and circulatory diseases – they are the world’s biggest killers. But the research we fund represents hope. And nothing matters more than finding cures and treatments that give us more time with the people we love. We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day. Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

What can we offer you?

• 30 days annual leave plus bank holidays
• Private medical insurance
• Pension with employer contribution up to 10%
• Life assurance

First stage interviews will be a short one-way video interview, successful candidates will then be invited to attend an interview via MS Teams.

How to apply

It’s quick and easy to apply for a role at BHF. Just click through to our careers site to apply. All you’ll need is an up to date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria. As part of our commitment to be an inclusive employer, and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey. Should you need any adjustments to the recruitment process, at either application or interview, please contact us. Please note that we are unlikely to be able to sponsor applicants in respect of this role due to the role not meeting the minimum salary criteria to be eligible for sponsorship.

Seniority level: Associate

Employment type: Full-time

Job function: Analyst, Customer Service, and Information Technology

Industries: Non-profit Organizations and Technology, Information and Media