Are you a dog loving, IT professional who loves providing excellent customer service? We're looking for a Senior Service Desk Analyst to help us ensure our colleagues across the charity get fantastic, end-to-end IT support.,
- monitor and supervise a team of Service Desk Analysts, triaging and assigning tickets, ensuring consistency and supporting the team to deliver a high-quality service across the charity,
- personally manage your own tickets, including high-priority incidents, providing timely escalation of critical issues or ensuring their escalation to third party providers, often acting as the bridge between first and second line and third line teams,
- take part in regular service review meetings with external partners and internal teams, collaborating to ensure customers are supported effectively,
- support with the delivery of on-site support and maintenance, travelling to our rehoming centres and charity shops to resolve incidents and implement upgrades.
Due to the nature of this role, the post holder will be expected to work one weekend in four.
The IT Infrastructure and support team provide excellent services across all IT systems and equipment to ensure the organisation can be successful in achieving its mission and goals. This will be achieved by reducing complexity and ensuring an effective and secure infrastructure exists to support the development of services and technology.
To be successful in this role, you'll need some experience of working on an IT service desk, with the ability to effectively resolve a range of issues, from simple fixes to complex tickets. Your depth of experience in this area will give you the knowledge and skills to effectively triage and prioritise tickets too. We're looking for candidates who have experience of mentoring, supervising and coaching others, who can lead day-to-day operations with enthusiasm. You'll be proactive, with a can-do attitude, and passionate about providing our colleagues with first-class customer service.
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