Service Desk Analyst
Job summary
This role acts as the first contact point for customers, handling a wide range of enquiries and service requests. Performs initial investigation and diagnosis of customer issues, resolving them where possible or escalating as needed.
The scope of the role will include both end user desktop services within NICE and externally facing services built in house.
Main duties of the job
Provides 1st and 2nd line investigation, diagnosis and support with a performance target of 75% first fix. Applies customer service standards to resolve or escalate issues, incidents and problems.
Owns the customer issue/request until final resolution is achieved and acts as single point of contact for the customer.
Works with engineering roles to identify fixes and workarounds and then documenting and sharing the learning with colleagues.
A core specialism of the role is supporting end user accessibility needs and reasonable adjustments for desktop services (hardware and software) eg integration and support of assistive technology.
About us
We are passionate and proud of the work we do and the impact we make.
NICE offer:
Generous NHS Pension Secure your future with one of the most rewarding pension schemes in the UK.
Flexible working Enjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times.
Exclusive discounts Save on shopping, dining and more with a Blue Light Card.
Time to recharge Start with 27 days' annual leave plus bank holidays.
Inclusive staff networks Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud - we celebrate diversity.
Tailored development Grow your career with personalised learning and development opportunities.
Job description
Job responsibilities
To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job. Please see job description attached for full list of responsibilities.
Person Specification
Qualifications
- ITIL v4 Foundation or demonstrably working towards this
Knowledge
- Describe your knowledge and experience of a range of technologies relevant to end user services eg: email, SharePoint, MS Teams and OneDrive, Windows O/S, Mobile Application Management, desktop hardware, AV systems
Experience
- Experience of working within an IT service support function at 2nd line
Qualifications
- Microsoft 365 Fundamental and at least one of: Microsoft Teams Administrator, SharePoint Administrator or similar Microsoft certification or apprenticeship/other training modules (eg Microsoft Learn) relating to supporting end user applications like SharePoint, OneDrive and Teams.
Qualifications
- SDI Service Desk Analyst certification or similar industry equivalent
Knowledge
- Provide examples of where you have demonstrated your ability to learn administration and configuration of systems and services outside your usual knowledge
Experience
- Experience of managing incidents and working within service level agreements (SLAs)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
NICE – The National Institute for Health and Care Excellence
Address
Manchester
3rd floor, 3 Piccadilly Place
Manchester
M1 3BN
United Kingdom
Employer's website
https://www.nice.org.uk/