IT Service Desk Analyst (Fixed Term)

IT Service Desk Analyst (Fixed Term) based at Epworth House, Derby

Fixed Term Contract, 37 hours per week

Monday to Friday

Hybrid working model

Salary up to £32,125

An exciting opportunity has become available for a passionate, dynamic, and forward thinking Service Desk Analyst to join the experienced and established Service Desk team at MHA.

Purpose of Position

This role involves supporting our end users with technical issues related to their hardware and software while providing exceptional customer service.

This can range from simple issues that can be resolved quickly, to complex troubleshooting and software administration. This is a technical role which involves supporting non-technical members of the MHA organisation.

Core Responsibilities

Maintain a high degree of customer service for all support queries and adhere to all service management procedures

• Password management for end users
• Administration of user account security and access in-line with department policy
• Triaging of issues for resolution or signposting to the correct team or department where appropriate
• Investigation of issues to collect diagnostic data to ensure all faults are progressed, resolved, or escalated within the appropriate SLA.
• Contribute to and maintain the existing knowledge base for known processes and issues
• Create and update documents according to IT service desk policy
• Raise requests for procurement of new items in-line with policy and procedures
• Identification of potential clinical safety, information governance or data protection issues to be allocated to the relevant team
• Arrange for appropriate technical external third-party support where problems cannot be resolved
• Support Senior Service Desk Analyst in identifying issue trending to provide pro-active issue resolution
• Ensure all daily checks are completed inline within service desk delivery timelines
• Support project activities and system/hardware rollouts
• Undertake any duties allocated by the Service Desk Manager to support the organisation.

Perks of joining the MHA family

• Values driven culture - we're super proud of our culture. Click here to learn more!
• Access to Blue Light Card The UK's no.1 discount service for emergency services, NHS, social care sector & armed forces!
• 28 Days Holiday - including bank holidays (pro-rata FTE is 37 hrs per week)
• Care and Support for you, Our in house Chaplaincy service is widely recognised within MHA and beyond and is available to all staff members who may benefit from pastoral care and support.
• Buy and Sell Annual Leave - buy or sell up to a week holiday per annum (depending on your annual entitlement)

About MHA

As the largest charity care provider for older people in the UK, we offer some of the highest quality care, accommodation, and support services throughout Britain. Our mission is to inspire the best care and wellbeing at every stage of later life. Click here for more information.

For more information about the role please review the attached Job Description.

MHA are fully committed to the principles of equality, diversity and inclusion (EDI) as this is embedded in our values: respect, nurture and inspire. In addition, as a committed employer we have been awarded level 2 under the Disability Confident Scheme. Click here to read more about this.

Please note that interviews may take place prior to the advert closing as and when suitable applications are received. If a suitable candidate is appointed the role may close early, therefore please do not hesitate to submit your application.

Agencies: Please note, MHA do not accept unsolicited CV from any agencies, regardless of whether they are on our Preferred Supplier List (PSL) or not. We only accept CV from agencies that have been appointed and briefed by MHA central Talent Acquisition Team.