Service Desk Analyst - 2nd 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 2nd 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: £30,134.90 - £33,175.55 dependent on experience (Based on full time hours, pro rata for part time).

Key Activities  

• Ensure that all tickets in escalation from 1st Line are investigated and resolved within SLA.  
• Respond to colleagues promptly to enhance customer service experience.  
• Provide 2nd Line remote support to CGL staff, volunteers and 3rd party partnership agencies.  
• 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.  
• Proactively look for risks, issues and opportunities and update the Service Desk PRIORity log appropriately.  
• Proactively look for opportunities to reduce the overall age of tickets.  
• Identifying recurring incidents, raising problem tickets relating to these incidents and assisting in their resolution, liaising with other technical teams or 3rd parties where appropriate.  
• Troubleshooting networking related queries and to include direct liaison with ISP’s contracted to supply Internet connectivity for CGL.  
• Provide 1st Line support as required.  
• Contribute to the development of the Service Desk Knowledgebase by creating and updating both technical and user Knowledgebase articles.  
• Constantly seeking ways to improve service delivery.  
• Write user training guides and other supporting documentation to enhance self-service.  

Essential Criteria:  

Technical Skills:  

• Experience of supporting a variety of desktop environments.  
• Knowledge and experience of: o Azure Active Directory, Microsoft Windows10, O365 
• Knowledge of computing hardware, including thin clients, desktops, laptops, tablets and smartphones (iPhone and Android).  
• Proven ability to troubleshoot PC, server, peripheral and networking problems in a methodical and structured manner.  
• Experience of supporting network printers and associated management platform.  
• Installation and administration of software packages.  
• Application support experience with Office 365 and web-based applications.  
• Experience of supporting telephony and VoIP systems
• Knowledge of TCP/IP networking and experience of troubleshooting networking issues.  

Non-Technical Skills  

• Experience of providing 1st and 2nd Line IT support to customers in a busy Service Desk environment.  
• The ability to prioritise, meet realistic deadlines and remain calm when under pressure.  
• The ability to diffuse potentially confrontational situations and to always remain calm and reasonable.  
• Ability to develop effective working relationships with colleagues at any level, by phone, email and face to face.  

Essential Skills:  

• Relevant IT qualification or certifications.  
• ITIL v3 or 4 Foundation qualification or exposure to working in an ITIL aligned environment.    

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.