Service Desk Analyst

Are you customer focussed with a strong passion for IT and problem resolution? Then we have the perfect opportunity for you to join us at RSPCA. We are looking for a confident, experienced Service Desk Analyst to join our dedicated Service Desk Team to fulfil the IT support demands of approximately 2000 RSPCA and National Call Centre staff, ensuring excellent and consistent customer service.

Working with a friendly team of Service Desk Analysts, you'll be providing effective and positive first and second line support to the Society's staff based across England and Wales. You'll be dealing with incoming calls to the IT Service Desk ensuring requests are processed, resolved and recorded accurately, making consistent and effective use of the IT call-logging software.

• Working hours: 35 hours / Mon - Friday.


• Hybrid role: Your base will be at Horsham West Sussex. Hybrid working isn't a tick exercise for us - we live the values, expectation for this role will be up to 3 days per week and this is open to flex around you and the operation


It's important to us that you feel part of our team from the start. We like to keep in touch with regular check-ins and team meetings. There's always a teammate around for support or a quick chat.,
• Call handling and resolution, managing incoming calls to Service Desk, reassigning or escalating incidents and requests to on-site third line support, third parties or other teams where appropriate and owning and resolving where possible.


• Updating and maintaining information on the call logging system


• Reviewing incidents and requests with staff and working together to continuously improve service delivery provision


• Providing first and second line support through the call-logging software and on-site mainly relating to:


• Ensuing incidents and requests are resolved and implemented to agreed standards and timescales


• Monitor and measure IT service provision to staff using a variety of performance measurement tools
  
  Technical qualification in Computer Systems and/or recognised IT qualification to Diploma level or equivalent experience


• Knowledge and experience of Business Information Technologies, including but not limited to PC hardware, MS and Chrome Operating Systems and programmes, wireless networking, LAN/WAN processes and remote worker solutions


• Demonstrable experience of IT Call Centre, IT Helpdesk, IT Service Desk or other IT telephone based service or customer support function.


• Excellent communication skills with the ability to explain technical details to non-technical customers


• Valid driving licence


• Ability to undertake occasional travel to regional RSPCA locations and undertake overnight stays if required
  
  Do you want to create a better world for animals? At the RSPCA, we believe all animals deserve kindness and respect. We work for the benefit of every animal - as well as pets, that includes farmed animals, wildlife, and animals used in science. Choose a career with us and make a difference for every kind.
  
  Our mission is to ensure animals have a good life by rescuing and caring for those in need, by advocating on behalf of all animals and by inspiring everyone to treat them with compassion and respect.


Job Types: Full-time, Permanent

Pay: £27,400.00-£30,283.00 per year