Service Desk Analyst

Service Desk Analyst

Permanent

Milton Keynes: £23,200 - £26,500

Hybrid Working

Are you an IT Service Desk analyst looking for a new challenge, perhaps working with a charity?

Do you enjoy troubleshooting complex IT issues?

Are you customer focused, putting them front and centre?

Being the first point of contact for all IT related incidents and service requests you will bring your interest and curiosity in problem solving to this role.

Working in a supportive and development focused team of 7 and reporting into the Head of IT Services you will work alongside fellow employees with all their initial IT support needs, including processing incidents logged from Operational Departments for customer issues. Everyday activities will include taking calls and logging tickets into the IT Management System, processing and triaging online logged incidents and requests, resolving support requests.

The team work a hybrid model of up to 3 days per week at home, however the nature of this departments means you will need to work flexibly and on occasion be in the offices full time or early to help with a high level of new staff and queries especially during peak summer periods.

A driving licence and access to a car is essential as you may be asked to work on occasion at other AQA offices at short notice.

What's in it for me?

• a working week of 35 hours per week with a good pension; up to 18.5% combined contribution
• 25 days annual leave, rising a day per year for your first five years with Bank Holidays and additional closure days at Christmas.
• Private Medical Insurance and a Health Care Cash Reward Plan
• Life Assurance and more.

What do I need to be successful?

• Previous Service Desk experience that includes ticket workflow and queue management
• Self-motivated and well organised with meticulous attention to detail
• Demonstrable knowledge of: Microsoft desktop and server, Office 365 administration, Active Directory (including account and group management), broad knowledge of other end-user applications such as Adobe, and using ITSM tools to capture incidents and service requests.
• Ability to prioritise and address multiple tasks in a dynamic work environment.
• Can work well independently as well as in a team
• Excellent written and verbal communication skills.
• Great customer service skills
• An awareness or certification in ITIL would be extremely beneficial

What do I do next?

Upload your most recent CV and cover letter explaining why you are the best person for the job.

You could wait until applications close at 23:59 on Thursday 4 April to apply but we will be interviewing as applications come in and reserve the right to close the advert early should we find the right person so apply today.

Every application will receive a response.

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