Overview

Salary: £23,000 to £26,000 per annum, plus 10% shift allowance

Do you want to play a key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.
 
We are hiring a Senior Service Desk Analyst who will provide and coordinate incident management, plus request fulfilment for the Society’s IT systems while ensuring compliance with the Society’s IT and Security Policies and minimising the impact of IT incidents on the business.
Manages three to four Service Desk Analysts and provides technical expertise to less experienced members of the team through coaching and mentoring.
 
A high level of integrity is required as this role involves access to systems and data at the highest and most sensitive.
Your responsibility will extend to having to provide a excellent level of IT customer support for over 2,000 business users, and by extension, ensure that Society systems are available for members.
 
Were looking for you to have these skills to bring to the team:
  • Previous experience in an IT Service Desk role
  • Strong analytical and problem-solving skills
  • Excellent customer service skills
  • Excellent written and verbal communication
  • Experience working in an ITIL environment (inc. asset and change management)
  • Experience working with Microsoft-based environments
  • Basic understanding of databases
  • Process development
  • Incident and request management
  • Ability to carry out employee development conversations
Hours: 35 a week, 7 hours a day on shift to cover the 7-7 opening of the service desk with occasional required Saturday shift.

The role is internally know as Senior Technical Support Analyst

IT at the Coventry is changing; we are currently undertaking an exciting transformation project that will shape the future of the organisation. As we progress on our journey we are seeking talented individuals who are passionate about delivering an outstanding experience for both members and colleagues in an environment where you will have the opportunity to be part of the future success of the organisation and work in an environment where personal and professional development is taken seriously.

Location: Coventry-Binley Business Park

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