Service Desk Analyst / IT Support / 1st Line

Up to £24,098 per annum
08 Nov 2019
18 Nov 2019
Contract Type
Full Time

Service Desk Analyst / IT Support / 1st Line


Up to £24,098 per annum  


37 hours per week

DBS Required: No


About the Role

Our client is looking for 2 Service Desk Analysts to join their ICT team based in Worcester. In this role you will work effectively as a member of the ICT Service Desk team, offering comprehensive customer service and support to users of their ICT systems.

This is a key operational support role within the Technology team. You will have experience of working in a support environment and will have a strong customer services and support background, ideally in the provision of IT services.  You will have a high profile in the organisation offering first line support. You will be flexible in your approach, prioritising your workload, handling first line support, systems security and application related tasks appropriately.


They want somebody who

Has proven experience in answering calls and acting as the first point of contact for ICT related queries.  In this role you will ensure that all calls are logged and assigned, and information about incidents is correctly recorded and maintained, so therefore accuracy and attention to detail are of paramount importance. 

You will be responsible for undertaking calls logged to the Service Desk and providing first-line support through to successful completion, as well as undertaking second-line support calls that are assigned to you


In this role you will be required to maintain excellent day-to-day working relationships with the users of ICT systems, to build and protect the department’s reputation. 


You will be required to identify when to redirect or escalate support requests to an appropriate member of the ICT team or to an appropriate external third-party contractor and to monitor and communicate updates on known errors and problems as required to the Infrastructure and Application Support teams. As such, team working and communication skills are of paramount importance. 


Who they are

Our client brings together two high performing organisations with a shared commitment to make a real and positive difference to the lives of local customers and the communities they live in.


Working with them is more than just a job. They value the contribution that their colleagues make to their business and offer lots of opportunities for you to get involved - from networking groups through to fun community and social events.


They aim to attract, develop and retain the best people so, along with your generous salary they also offer a great range of benefits.  


The Group is committed to their employees working flexibly where they can and they are keen to attract talent from diverse backgrounds.  If you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with them at the interview stage.  After all, they want to attract the best people to work for them and they know that one size does not fit all.


The Group are currently reviewing all terms and conditions of employment and harmonising salary structures, therefore these may be subject to change.


If this sounds like the place for you then they’d love to hear from you. 


If they receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.


Our client is committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all


Closing Date: Midday, Monday 18 November 2019

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