Service Desk Analyst 12 Months FTC
Job Introduction
Service Desk Analyst
Salary £25,000 per annum
12 Month FTC
FT – 35 hours per week
Hybrid – London
Closing date 15th May 2024
We are looking for a Service Desk Analyst to join our Technology Operations Team. You will be part of a team that provides technology support services to the Saga business for end user computing services (including Windows, Microsoft 365, laptops and mobile devices).
Reporting into the Service Desk Manager, you will be responsible for supporting end user computing services (including Windows 10/11, Microsoft 365, laptops and mobile devices), fulfilling requests for new equipment, and supporting the infrastructure in our hubs.
You will be part of a team of 8 engineers working both remotely and in the hubs to support our colleagues.
And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.
If this is of interest to you then we would be keen to hear from you!
** Remote/home with a hybrid approach, you will be required to attend some office days in London, Kent once a quarter. Shift pattern working; 07.30 to 15.30 / 08.30 to 16.30 / 09.00 to 17.00 / 10.00 to 18.00 - rotation weekly.
Saturday shift required - 1 in 7 - 08.30 to 16.30. *Day off in lieu.
Role Responsibility
Working as one of our Service Desk Analyst’s, your responsibilities will be:
- Supporting colleagues via phone, webchat and tickets logged via ServiceNow.
- Investigating and resolving incidents where possible following agreed support documentation and methods.
- Escalating incidents or service requests to the relevant team or 3rd party and monitoring the progress of these incidents or requests until resolution.
- Fulfilling requests, ensuring that all requests are completed within the required timescales.
- To always provide exceptional levels of customer service.
- Contributing to the development of improvements to existing products or services for the benefit of the business.
- Completing scheduled tasks to ensure key processes are maintained.
- Supporting colleagues in the use of equipment and software by providing the appropriate guidance.
The Ideal Candidate
We are looking for candidates who can demonstrate the following skills and experience;
- Strong customer service skills and experience are essential.
- Recent experience of working as a Service Desk Analyst is essential.
- Experience of supporting end user computing services (including Windows 10/11, Microsoft 365, laptops and mobile devices) is essential.
- Methodical approach to problem solving, works through a problem in a controlled, logical manner using a consistent approach enabling an efficient resolution to both simple and complex problems.
- Ability to manage own workload with minimal supervision and within SLA targets.
- Good interpersonal and communication skills. Should be capable of communicating effectively with colleagues from all areas of the organisation.
- ITIL V3/V4 certified. OR strong experience within an ITIL environment with a good understanding of the underpinning processes.
- Resilient, able to work methodically under pressure and ability to prioritise tasks.
- You will need to have access to transport to be able to travel between our offices where required.
Desirable:
- Recent experience of using ServiceNow would be advantageous.
- Intune exposure or experience.
Package Description
Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
- Our working week is 35 hours per week, these can be worked flexibly to suit your working style
- 25 days holiday + bank holidays
- Option to purchase additional leave up to 5 extra days
- Pension scheme matched up to 10%
- Life assurance policy on joining us
- Wellbeing programme
- Colleague discounts including family discounts on cruises and holidays
- Range of reductions and offers from leading retailers, travel groups and entertainment companies
- Enhanced maternity and paternity leave
- Grandparents leave
- Company performance related annual bonus - Up to 5%
- Income protection
- Access to Saga Academy, our bespoke learning platform
About the Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
#LI-KF1
Saga Group