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We're looking for a Service Desk Analyst to join our Service Delivery team on a 9-month Fixed Term Maternity Cover Contract!

About Us

Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn and protection from harm. When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave. We ensure children's unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach.

About the role

As Service Desk Analyst, you'll be the first point of contact for our users, providing remote IT guidance and support to make the use of IT services as seamless as possible.

Reporting to the Service Desk Manager, you'll be assisting users by troubleshooting corporate desktop computers, laptops, tablets, smartphones, printers and peripherals.

Your day-to-day will be varied, from fixing faults and fulfilling service requests, to assisting with a project or answering a query, always ensuring incidents and requests are managed end-to-end until the user has a confirmed resolution.

In this role, you will:

• Develop and document procedures, processes and standards to support the businesses' IT Service Operations and Knowledge Base.
• Ensure that any work carried out meets SLA's, in accordance with the Incident Management and Request Fulfilment process.
• Update all IT asset records and software licences on the asset management system.
• Contribute to the user facing knowledge base, creating new and updating knowledge base articles, portal pages and request management forms.
• Manage and respond to the Service Desk mailbox, Call Centre and Service Management tool incidents and requests.
• Provide proactive identification and management of problems and call drivers, working with technical and development teams to put workarounds or fixes in place.

About you

You'll be a team player with the ability to work on your own initiative in a fast-paced and changing environment.

You'll bring excellent customer service skills, and enjoy working in a consultative way with in-house teams and users, taking account of their priorities and helping others to achieve their goals.

To be successful, you'll demonstrate:

• Experience of using issue/call management software and working in a remote call centre environment/ IT service desk position
• Excellent communication skills, both oral and written, with the ability to communicate in both technical and business language to all levels of employees.
• Demonstrate good experience of managed PCs, managed devices, software deployment, user accounts, desktop applications, Windows operating systems and Microsoft Office.
• An understanding and experience of cloud-based applications, Anti-Virus protection, remote access tools and encryption.
• Ability to evaluate, recommend and implement timely, essential improvements to existing processes and procedures.
• Good knowledge of IT methodologies, software, hardware, operating systems, cloud services and standards.
• Office 365 experience, including user and resource administration, Active Directory, SharePoint site administration, Teams/Planner setup.
• Excellent IT literacy and relevant IT qualifications, preferably qualified to ITIL Foundation or a similar service framework.
• Commitment to Save the Children's vision, mission and values.

To learn more about the position, please review the Job Description in the attached Documents.

Please note: To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately once a vacancy has closed, we are unable to consider further applications.

Ways of Working:

Remote First – The majority of our roles can be performed remotely, however you may work from the office as often as you wish. Whilst you will be predominantly working from home, we may at times require you to come to your contracted office (up to 2-4 days per month or 6-8 days per quarter). Note: This will be agreed with your Line Manager and team. This is intended to be time spent on collaborating with colleagues and relationship building.

Flexible Working - We are happy to discuss flexible working options at interview.

Commitment to Diversity & Inclusion:

Save the Children UK believes in a world that is fair, inclusive and equitable where all children have the opportunity to change their world. We apply this to our workforce and we are committed to developing and supporting a diverse, equitable, and inclusive organisation where all employees have a sense of belonging and feel that they can be "Free to Be Me". We are not looking for just one type of person - we want to recruit people who can add fresh perspectives, innovative ideas or challenge that disrupts the risk of group think.

We are especially interested in people whose childhood experiences - of life on a low income, of migration, of being in a racialised community, of the care system, of being LGBT+ or in an LGBT+ family or living with (or with someone with) a disability - help us to see things we might otherwise miss. Whatever your story is we want to hear it because we know that different voices, ideas, perspectives and knowledge, working together will enable us to better the lives of children around the world. This is the reason why we are all here.

To see our full statement please visit this link: https://jobs.savethechildren.org.uk/our-policies/diversity/

Salary Structure:

Save the Children is committed to paying staff in a fair and equitable way and will benchmark all salary offers in line with the pay of existing staff. To see our full offer please visit this link: https://jobs.savethechildren.org.uk/what-we-offer/

Interview Expenses:

Candidates should note that unfortunately it is not our policy to reimburse expenses accrued when attending interviews at Save the Children UK unless you are requested to attend an interview in an alternative location to where the role is based.

Pre-employment Checks:

Any Employment with Save the Children UK will be subject to the following checks prior to your start date:

• a satisfactory police record check to include a Disclosure and Barring Service (DBS) check and/or an International Criminal Record Check (If applicable)
• receipt of satisfactory references
• proof of eligibility to work in the national location for this role

If you have any questions, we have an FAQ section. For anything else you can email us on: [email protected]