Service Desk Analyst - 3rd Line

Change Grow Live are a charity dedicated to the belief that we can make a difference to our Service Users lives. Our core values are ‘Be open, be compassionate and be bold’ and our teams apply these daily, offering support and respect in a safe environment, treating each user as an individual and working with them to find the right treatment and care options.

Our Service Desk team supports more than 6,500 colleagues in over 180 locations nationally.  We are recruiting for a 3rd Line IT Service Desk Analyst to join our team. 

This position is key to providing high-quality advice and technical support, putting our colleagues at the heart of each interaction.

We’d like to hear from individuals who are great communicators, with the ability to explain technical information in non-technical terms.  You’ll have the opportunity to work in a dynamic forward thinking technical environment, where you can use and enhance your current skills, with opportunity to grow and develop professionally.

Where: Remote may have occasional travel to all parts of the UK when required

Hours: Full time, 37.5 hours per week

Salary: £33,175.55 - £35,220.59 dependent on experience (Based on full time hours, pro rata for part time)

Key Activities 

• Provide 2nd and 3rd line remote support to CGL staff, volunteers, and 3rd party partnership agencies. 

• Assist in providing 1st line support when request volumes are high.
• Act as the point of technical escalation on the Service Desk, liaising with other IT teams or 3rd parties as required. 

• Deputise for the Service Desk Team Leader as required and assist with mentoring junior team members. 

• Resolve all customer's technical issues promptly and effectively, ensuring a high first-time fix rate. 

• Prioritise and manage multiple tickets at any one time based on priority.
• Identify recurring incidents, raise problem tickets relating to these incidents, and assist in their resolution, liaising with other technical teams or 3rd parties where appropriate. 

• Troubleshoot networking-related queries and directly liaise with ISPs contracted to supply Internet connectivity for CGL. 

• Contribute to the development of the Service Desk knowledge base by creating and updating both technical and user knowledge base articles. 

• Constantly seek ways to improve consistent delivery of service.

Essential Criteria: 

• Proven experience providing 2nd and 3rd line IT support to customers in a busy Service Desk environment. 

• Demonstrated ability to troubleshoot PC, server, peripheral, and networking problems in a methodical and structured manner. 

• Knowledge of computing hardware, including desktops, laptops, tablets and Android smartphones 

• Proficiency with desktop and server operating systems, such as Windows 11, Microsoft Exchange, Active Directory and Azure. 

• Application support experience with Office 2013, Office 2016, Office 365, and web-based applications. 

• Familiarity with TCP/IP networking and experience in troubleshooting networking issues. 

• Ability to prioritize tasks, meet realistic deadlines, and remain calm when under pressure. 

• Skilled in diffusing potentially confrontational situations and maintaining a calm and reasonable demeanour when dealing with difficult customers. 

• Strong ability to develop effective working relationships with colleagues at all levels through phone, email, and face-to-face interactions. 

What we will give to you: 

At Change Grow Live, we are committed to supporting our employees and offer:

• 25 days of annual leave, plus bank holidays. Additionally, you'll receive one extra day of annual leave for each year of service during your first five years, therefore you will enjoy 30 days of leave after five years with us.
• A paid ‘Wellness’ hour each week, plus access to a Wellness Hub and Employee Assistance Programme.
• A contributory pension scheme.
• A variety of benefits, including discounts on shopping, cinema, and holidays.
• A friendly and supportive team environment.
• Comprehensive training and career development opportunities.
• A Refer-a-Friend Scheme with generous rewards.

How to Apply

To help us understand how your skills and experiences align with this role, please ensure your application form and supporting statement reflect the details outlined in the job description.

If this sounds like you and you are ready to take the next step in your career with Change Grow Live, we would love to hear from you!

Direct applications only — we will not be engaging agencies for this vacancy.

Please note: This role is not eligible for visa sponsorship. Applicants must already have the right to work in the UK at the time of application. For applicants with time-limited visas, unfortunately, we are unable to support new visa applications or extensions. More information about eligible roles and occupations can be found here: Skilled Worker visa: Overview - GOV.UK

Full-time hours at Change Grow Live are 37.5 hours per week. For part-time roles, the salary and payments will be pro rata based on contracted hours.

We reserve the right to close the vacancy early if we receive a high number of applications, so we encourage you to apply as soon as possible.