IT Service Desk Analyst, CANCER RESEARCH UK

작업 내용

CANCER RESEARCH UK

IT SERVICE DESK ANALYST

£25,000 - £30,000

Reports to: Senior Manager, Digital Workplace

Department: Chief Operating Office

Contract: Permanent

Hours: Full time 35 hours per week

We’re open to a variety of ways of working, including full time, part time, job share and compressed hours.

Location: Stratford, London Office-based with high flexibility (1-2 days per week in the office)

Closing date: 23 September 2022 23:55 This vacancy may close earlier if a high volume of applications are received or once a suitable candidate is found

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That’s why we’re looking for someone talented, someone who wants to develop their skills, someone like you.

What will I be doing?

• Consistently provide a high level of customer service to all CRUK end users, delivering an optimal level of first-line support.
• Receive and respond rapidly to all customer Incidents and Requests via phone, email, and service portal ensuring appropriate action is taken to investigate and resolve them with minimal downtime to systems and services.
• Resolve all user requests promptly and effectively in line with agreed SLAs; pro-actively ensuring users receive appropriate personal advice and guidance on the effective use of the facilities available to them.
• Follow up with customers to confirm resolution of Incident(s) and/or fulfillment of Request(s).
• Log and manage all customer issues in accordance with classification and priority.
• Perform first-time fix where possible or escalate to the appropriate Level 2/3 resolving group where necessary
• Follow standard diagnosis and resolution procedures including commercial and bespoke application; windows OS; hardware and peripheral; and network-related issues.
• Review Incident and Request Tickets to ensure an adequate level of data quality working with resolving groups to ensure tickets meet IT standards.
• Collaborate with relevant individuals to liaise with support teams and keeps customers informed about progress.
• Assist with the escalation of SLA breaches and compliance failures to team leaders as required.
• Document and maintain the Services Desk’s processes and procedures whilst contributing to the Service Desk knowledge base.
• Provide project support to service improvement projects ensuring that assigned project tasks are completed in a timely manner and undertaken to the expected specification and standard.
• Perform user account management and administration.
• Work within the CRUK Technology standards and procedures.
  
  

What skills are you looking for?

• Previous service desk experience
• Experience working in a customer-focused environment
• Good working knowledge and troubleshooting skills for all Windows operating systems
• Broad understanding of all MS Office and Adobe applications.
• Good understanding of concepts such as a WAN, LAN, Servers, Intranet, Internet, TCP/IP
  
  

What will I gain?

Each and every one of our employees contributes to our progress and is supporting our work to beat cancer. In return, we make sure you are supported by a generous benefits package, a wide range of career and personal development opportunities and high-quality tools, policies and processes to enable you to do your job well.

Our benefits package includes a substantial retirement plan, a generous and flexible leave allowance, discounts on anything from travel to technology, gym membership, and much more. We review pay annually and aim to recognise individual performance and achievements.

We don’t forget people have lives outside of work too and so we actively encourage a flexible working culture. Our work - from funding cutting-edge research to developing public policy - will change the world. It’s exciting to be part of our team.

How do I apply?

We operate an anonymised shortlisting process in our commitment to equality, diversity and inclusion. CVs are required for all applications; but we won’t be able to view them until we invite you for an interview. Instead, we ask you to complete the work history section of the online application form for us to be able to assess you quickly, fairly and objectively.