IT Service Support Analyst Remote
Job description
We currently have an exciting opportunity for a positive individual to join our team as an IT Service Support Analyst. You will join us working 35 hours per week, on a 12-month fixed term contract basis. In return you will receive a competitive salary of up to £30,781.96 per annum plus excellent benefits.
Although this role is primarily home based, the successful candidate will be required to travel to the National Cat Centre in Chelwood Gate, East Sussex, roughly twice a week, please bear this in mind when applying.
Cats Protection is the UK’s leading feline welfare charity with a nationwide network of adoption and homing centres, volunteer-run branches and charity shops. During 2021 we helped 137,000 cats and kittens. That's the equivalent of around 375 cats a day!
The Service Delivery Team consists of approximately fifteen employees, sitting within the Digital Transformation strand. The team provide high levels of service availability and support throughout the organisation to Cats Protection employees and volunteers, seeking to proactively and collaboratively work with suppliers to resolve incidents, problems, or unsatisfactory performance to make sure Cats Protection can continue to provide the best service to our cats.
Responsibilities of our Service Support Analyst:
The main purpose of this role is to ensure all assigned immediate operational work, upgrades, and support requests are dealt with to agreed levels of service and customer satisfaction; whilst supporting and assisting with other staff within the IT Services team and across the IT department. You will act as the point of contact for a broad range of support requests and track, monitor, report, resolve and/or escalate incidents and problems. As well as:
- Ensuring professional quality customer service
- Collaborating and communicating with team members
- Monitoring service desk queues, answer phone calls to the service desk, respond to requests, perform technical assessments, attempt to troubleshoot problems and isolate faults
- Working as a team to support customers in a multi-site environment, providing remote support to all supported sites and users
What we’re looking for in our Service Support Analyst:
- Excellent customer support skills with 2 – 5 years of technical support in Windows environment including desktops, laptops, printers, smart phones, desktop software, applications and tools: building and configuring desktops/laptops on a Windows operating system
- Strong troubleshooting skills
- Ability to work on multiple priorities
- Experience working as part of a team
What we can offer you:
- salary of up to £30,781.96 per annum plus excellent benefits
- generous annual leave entitlement
- contribution pension scheme
- life assurance scheme
- range of health benefits
- Employee Assistance Programme
- and more
Join us as our Service Support Analyst and know you are helping to make a real difference to cats and kittens across the UK!
Unfortunately, we cannot accept applications or CVs that are emailed to us directly. Please note applications which are received after the closing date may not be responded to.
Closing date: 15th March 2023
Virtual interview date: w/c 27th March 2023
Please note, should we receive a large amount of applications for this vacancy, we reserve the right to close this vacancy prior to the advertised closing date.
Cats Protection is committed to safeguarding children and adults at risk and protecting anyone that comes into contact with us from harm. We expect all employees and volunteers to share this commitment
You may be subject to a criminal record check if required for the role.
Please note, CV’s are not required for this role as we are conducting unbiased recruitment for this vacancy.
