Description:
As an IT Service Desk Analyst, your day-to-day purpose will be to deliver a customer-focused Service Desk approach while providing all of Cancer Research UK’s 4,000+ end users with optimal first-line support. You will be the first point of contact for Technology queries throughout the charity, which will involve ensuring customer incidents and requests receive appropriate and timely responses, troubleshooting technical issues, monitoring progress, and keeping users updated throughout the incident resolution process.
If you have service or support desk experience either within an IT or customer service environment and wish to pursue a career in IT, we would love for you to join our mission.
What will I be doing?
- Providing a high level of customer service to all Cancer Research UK end users ensuring to deliver an optimal level of first-line support.
- Receiving and responding efficiently to customer Incidents and Requests via phone, email, and service portal ensuring appropriate action is taken to investigate and resolve them with minimal downtime to systems and services.
- Resolving user requests promptly and effectively in line with agreed SLAs.
- This will involve proactively ensuring users receive appropriate personal advice and guidance on the effective use of the facilities available to them.
- Following up with customers to confirm Incident(s) resolution and/or Request(s) fulfilment.
- Logging and managing all customer issues by classification and priority.
- Performing first-time fixes where possible or escalating queries where necessary.
- Following standard diagnosis and resolution procedures (including commercial and bespoke applications; Windows OS; hardware and peripheral; and network-related issues).
- Reviewing Incident and Request Tickets and data quality to ensure tickets meet IT standards.
- Collaborating with support teams while keeping customers informed about progress.
- Assisting with the escalation of SLA breaches and compliance failures.
- Documenting and maintaining the Services Desk’s processes and procedures whilst contributing to the team’s knowledge base.
- Providing project support to service improvement projects ensuring that assigned tasks are completed promptly and accurately.
- Performing user account management and administration.
- Operating within the Cancer Research UK Technology team’s standards and procedures.
What skills will I need?
- Previous service or support desk experience (either within an IT or Customer Service environment).
- Demonstrable background in supporting customers with a collaborative and solutions-driven approach.
- Good working knowledge and troubleshooting skills for all Windows operating systems.
- Broad understanding of all MS Office and Adobe applications.
- Good understanding of concepts such as a WAN, LAN, Servers, Intranet, Internet, TCP/IP.
- Excellent interpersonal communication skills with a proven ability to build relationships and communicate effectively with a wide-ranging audience both in-person and virtually.
- Proactive approach and interest in learning and developing new skills and a career in IT.
- Either immediately available or on one month’s notice or less.