Technology Service Desk Analyst

Technology Service Desk Analyst

Worcester based with a balance of home and office working

£29,866 - £31,438 per year

35 hours per week – Monday to Friday, covering shifts between 7:30am and 17:30pm

We have an opportunity for a Technology Service Desk Analyst to join our Technology Service Desk based at our Head Office in Worcester. The team compromises of 11 Analysts, 1 Senior, 1 Administrator, 1 Apprentice and 1 Team Leader. We are a first line service desk for any technical support queries that our end users may have. We support a wide range of hardware and applications including Intune, Azure, Windows (10/11) and MS Office (all versions including 365).

The role of Technology Service Desk Analyst will include:

• Answering technical queries from our internal end users via a variety of methods including telephone, chat function and portal
• Logging and updating calls, documenting all troubleshooting and resolutions
• Striving to provide the best customer service possible, ensuring our users are kept up to date and expectations are met
• Working very closely with team members and other members of the Technology team to resolve issues
• Keeping up to date on all new products and services and sharing ideas and knowledge with members of the team
• Identifying, proposing and evaluating any possible service improvements, be that to systems, applications or processes

Skills and experiences:

• Experience of working in a similar role providing technology customer support services, including using System Administrator tools and Active Directory
• NVQ3 in Customer Services or Administration or equivalent
• Proven experience of prioritising work loads
• Excellent customer care and communication skills
• Working knowledge of Microsoft Office including Word, Excel and Outlook (all versions including 365) as well as Exchange Online, Azure/InTune and experience working within an ITSM system

Why work for us?

We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.

Our Benefits

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with matching employer contributions from Sanctuary up to set limits
• Life Assurance
• Employee Volunteering scheme
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £27,521 with an additional policy allowance of £2,344 per annum (rising to £28,970 with an additional policy allowance of £2,468 per annum after 12 months, subject to satisfactory performance)