Service Desk Analyst

About the role

The role is within the Service Desk and reports directly to the Service Desk Manager. The Service Desk Analyst delivers first-line support activities and contributes to continuous improvement to the users of the OSCAR Service by providing a high-quality, user-focused first-line support function.

Responsibilities

• Act as the main point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.
• Mentor and provide initial technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and advancing where required.
• Monitor incidents, requests and tasks to ensure timely progress and resolution according to service level agreements and agreed service standards.
• Recognize serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
• Support service continuity and day-to-day operational delivery by identifying patterns, reducing repeat issues, and contributing to effective incident handling.
• Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and user-focused service.
• Assume responsibility for incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
• Develop a solid understanding of business systems, services and processes in order to provide effective first-line support and resolve a broad range of issues at the earliest opportunity.
• Encourage information exchange and collaborative working across teams to improve the customer experience and support joined-up delivery.
• Maintain accurate and up-to-date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
• Support the production of service, management and performance information, providing updates and reports as required.
• Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
• Maintain clear documentation on task progress, service updates, lessons learned and support materials to improve transparency and knowledge sharing.
• Capture and use customer feedback and service information to identify trends, monitor performance and support service improvements.
• Contribute to service improvements, operational initiatives and business as usual activities relating to IT services, tools and processes.
• Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
• Contribute ideas to improve team processes, service quality, tools and ways of working, bringing up issues where formal decisions or additional support are needed.

  Requirements

  Required qualifications include ITIL v4 (or v5) Foundation and SIAM Foundation. Demonstrable understanding of ITIL practices, practical understanding of Microsoft 365 products, including Teams, demonstrable experience using Jira Service Management or a similar IT service management system, and working knowledge of IT ticketing systems, including incident and request management processes.

  Qualifications

  ITIL v4 (or v5) Foundation SIAM Foundation

  Skills

  • Managing a Quality Service: Ability to take ownership of issues, keeping colleagues and customers informed, and accurately recording and prioritising incidents and requests.
  • Changing and Improving: Ability to identify opportunities to improve processes and ways of working, to reduce repeat issues and make processes simpler.
  • Communicating and Influencing: Ability to communicate clearly and professionally with customers, colleagues and stakeholders, to deliver a positive customer experience.
  • Experience: Experience of working in a customer-facing role, responding to customer queries and providing initial support.

  Benefits

  Generous Annual Leave - 25 days (rising to 30 after 5 years), plus public holidays and the King's birthday. Outstanding Pension Scheme - Defined Benefit pension with employer contributions of 28.97%. Parental Leave Packages - Including 6 months' occupational pay for maternity/adoption, shared parental leave options. Flexible & Hybrid Working - Options include part-time, job-share, compressed hours, flexitime, and hybrid working (where business needs allow). Advance Schemes & Discounts - Rental deposit, cycle-to-work, SmartTech, season ticket loans, and access to HM Treasury's benefits portal for a wide range of discount codes.

  Pay

  £29,280

  Schedule

  Monday to Friday, 08:00 to 18:00. The successful candidate will be required to work within a shift pattern and team rota. Current planned shift patterns are 07:30 to 15:30, 08:30 to 16:30 and 10:00 to 18:00, Monday to Friday. There is a requirement to work flexibly as part of the rota. The rota will be reviewed regularly in line with service need by the Service Desk Manager.