Service Desk Analyst

As a Service Desk Analyst within the Technology Customer Services team you will be 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. You will work both individually and collectively to support users by phone, face to face and through the call logging system What's the role about?
As part of a 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.As a Service Desk Analyst within the Technology Customer Services team you will be 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. You will work both individually and collectively to support users by phone, face to face and through the call logging system. You will also assist the Senior Service Desk Analyst to 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 Senior Service Desk Analyst and the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.
This role is a hybrid role, based at our UKHQ in Sandy, Bedfordshire. 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:
Level 3 IT Qualification or equivalent experience
Detailed knowledge of Active Directory, SCCM, Windows 10, Office 365 software packages and ability to understand other system used at RSPB with training.
Basic analytical and problem solving capability.
Ability to communicate clearly verbally and in writing to ensure effective reporting and customer service.
Effective planning, organising and prioritising.
Desirable skills, knowledge and experience:
Experience of working in a busy Service Desk environment
Excellent customer service skills
This is a Permanent role for 37.5 hours per week. We are looking to conduct interviews for this position from week commencing 10th June 2024. For further information please contact noreen.mcloone@rspb.org.uk
As part of this application process you will be asked to provide a copy of your CV and complete an application form including evidence on how you meet the skills, knowledge, and experience listed above.
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 not eligible for UK Visa Sponsorship - the successful applicant will need to have a pre-existing Right to Work in the UK in order to be offered an employment contract.
Before applying for this role, we recommend reading through the candidate guidance notes attached to the top of this advert.