Cancer Research : IT Service Desk Analyst
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Are you a self-motivated and customer focused individual with experience of a busy IT Service Desk? Do you want to make a real difference in your next role?
We’re looking for an IT Service Desk Analyst to join our Customer Service team.
The role is responsible for answering and responding to all calls and incidents first line and aspiring to fix over 70% at first contact, ensuring minimal downtime for our customers.
The successful candidate will take calls from over 3500 members of staff and ensure we provide the best in IT support which in turn: Helps beat cancer sooner!
It’s cancers turn to be afraid. Cancer Research UK is leading pioneering, life-saving research and our long-term ambition is to bring forward the day when all cancers are cured. Every day we achieve extraordinary things by being innovative, imaginative and bold in our work. Now we need a Service Desk Analyst to be the first point of contact into IT from customers throughout the Charity. As a Service Desk Analyst, you will be responsible for ensuring Incidents and Requests raised by customers receive appropriate and timely responses. This includes troubleshooting and achieving a high first-time fix rate, channelling requests for help to appropriate functions for resolution, monitoring progress and keeping users apprised of progress.
Help us save lives and add years through your....
- Previous Service Desk experience
- Good understanding of concepts such as WAN, LAN, Servers, Intranet, Internet, TCP/IP, Virtual Desktop Infrastructure
- Experience of administrating Active Directory and an understanding of the importance of security maintenance
- Experience of working in a customer-focused environment
Our relentless drive towards beating cancer mean that we're constantly trying new avenues, which mean you'll be innovative and open-minded to new ways of working. You'll be managing incident resolution and reporting against agreed Operational Level Agreements (OLAs)/ Service Level Agreements (SLAs) with the business, embracing and encouraging a customer focused service culture throughout the team, and consistently exceeding customer expectations.
If you can do all this and more, you'll enjoy a great career as we work hard to beat cancer sooner.
Salary: £22,000 - 26,000
Closing date: Friday 23rd February
At CRUK we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse workforce will help us to beat cancer sooner.
Please note, from 2019, we will be relocating from our current offices in Islington to a new office space in Stratford, close to the Olympic Park.