Job Title: Service Desk Analyst
Employer: NICE – The National Institute for Health and Care Excellence
Job Type: Full-time
Location: Manchester, United Kingdom
Salary/Rate: 32,073 to 39,043 £ / Year
UK Visa Sponsorship: Available

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Description

• Provide first- and second-line IT support for NICE (National Institute for Health and Care Excellence).

• Act as the first point of contact for customer enquiries, technical issues and service requests.

• Investigate, diagnose and resolve IT problems, aiming for a 75% first-contact resolution rate.

• Support internal desktop services and externally facing applications developed in-house.

• Assist users with accessibility needs and reasonable adjustments, including assistive hardware and software.

• Manage customer issues from initial contact through to final resolution.

• Contract: Full-time position.

• Location: Manchester, United Kingdom.

• Salary: £32,073–£39,043 per annum.

Responsibilities

• Deliver first- and second-line technical support, resolving or escalating incidents appropriately.

• Diagnose and troubleshoot desktop hardware, software and end-user technology issues.

• Support Microsoft 365 applications, including Teams, SharePoint and OneDrive.

• Assist with Windows operating systems, mobile application management and audiovisual systems.

• Manage incidents and service requests in line with agreed service-level agreements (SLAs).

• Maintain ownership of customer issues and provide updates until resolution.

• Collaborate with engineering teams to identify solutions and workarounds.

• Document technical solutions and share knowledge with colleagues.

• Support accessibility requirements and assistive technology for end users.

• Learn and configure systems and services beyond existing areas of technical expertise.

Requirements

• ITIL v4 Foundation certification or demonstrable progress towards obtaining it.

• Experience working in a second-line IT service support environment.

• Microsoft 365 Fundamentals certification.

• At least one additional relevant Microsoft qualification, apprenticeship or training programme covering Teams, SharePoint, OneDrive or similar end-user applications.

• Knowledge of end-user technologies, including Windows, email, Microsoft Teams, SharePoint, OneDrive, desktop hardware and audiovisual systems.

• Experience managing incidents and working within SLAs.

• Ability to learn and configure unfamiliar systems and services.

• Strong troubleshooting, problem-solving and customer service skills.

• Ability to communicate clearly and manage customer issues through to resolution.

• Desirable: Service Desk Institute (SDI) Service Desk Analyst certification or an equivalent industry qualification.

• Willingness to undergo the required Disclosure and Barring Service (DBS) checks.

Benefits

• Annual salary of £32,073–£39,043.

• Skilled Worker visa sponsorship applications are welcome and will be considered alongside other applications, subject to eligibility.

• Opportunities to develop technical expertise in IT support, Microsoft 365 and accessibility technologies.

• Professional development through relevant IT certifications and training.

• Experience working within a national organisation focused on health and care excellence.

• Opportunities to build skills in incident management, troubleshooting and customer service.

How to Apply;

Interested and qualified candidates should:
Click here to apply online for this job

Disclaimer

Author: Simon RobertEasyInfoBlog is a multi-author blog. We have experts and professionals in various fields who share their ideas and expert knowledge to help you with your daily information needs. Thanks for reading!