Senior Service Desk Analyst

Job Description

Introduction

As a Senior Service Desk Analyst within the Technology Customer Services team, you will lead the day to day work activities of the Service desk who are responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications.

What's the role about?

As part of the dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can-do attitude, as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation.

You will work both individually and collectively to support users by phone, face to face and through the call-logging system, and be the first point of contact for escalations where business activities are impacted. As part of your role you will carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the user and their needs are represented in workforce experience strategic thinking.

You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.

You will be able to work under your own initiative, setting team rotas and reporting on service levels and user satisfaction and occasionally represent the team within the Technology Portfolio’s business planning periods.

This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce.

Essential skills, knowledge and experience:

• 3-5 years experience of working in a busy Service Desk environment and supporting Windows OS, Active Directory, and Microsoft technology.
• Ability to line manage and mentor individuals on the Service Desk and to deputise for the Technology Customer Service Manager in their absence.
• Ability to troubleshoot issues and decide where to pass calls that the Service desk cannot fix and when to escalate both internally and to suppliers, and to address any gaps in service desk knowledge or documentation.
• Able to diagnose and resolve complex hardware, software and network issues in a timely and efficient manner.
• Proven Customer relationship skills/Communication skills and the ability to effectively deal with escalations.
• Ability to input into the asset and license management process to ensure records are up to date and to be responsible for flagging up any gaps to the Technology Customer Service Manager and Supplier Manager.
• Able to represent Customers feedback and their day to day challenges in the use of technology and services and feed into the prioritisation of workforce experience projects and programmes of work
• Experience in trend analysis and the identification of service improvements.
• Effective in planning, organising and prioritising service desk activities.
• Familiarity of ITIL best practices and an understanding of how the Service Desk function fits within the ITIL framework.
• An awareness of accessibility and the role this plays in a user’s ability to use our platforms, applications and hardware.

This is a Permanent role for 37.5 hours per week.

Most tasks can be performed remotely, however this is a hybrid role as on site support maybe required.

We are looking to conduct interviews for this position from w/c 19th February 2024. For further information please contact noreen.mcloone@rspb.org.uk

As part of this application you will be asked to provide a copy of your CV and complete an application form. If you wish to provide a cover letter with your application, please include this at the end of your CV document upload.

We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature’s side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

The RSPB is a licenced sponsor. This role is eligible for UK Visa Sponsorship

Before applying for this role, we recommend reading through the candidate guidance notes attached to the top of this advert.