Service Desk Analyst

Reporting into the Service Desk Team Leader, in this role you will act as single point of contact for all incoming IT Service related issues as part of a team of analysts within the IT Service Desk.
You will provide IT service support to all business users, logging incidents and service requests in the Service Management Tool then diagnosing and managing those incidents and service requests through to resolution, in adherence with strict Service Level Agreements (SLAs).
In your day-to-day role, as a Service Desk Analyst, you will:

• Report to the IT Service Desk Team Leader any issues which will impact or have caused an impact to the daily, weekly and monthly Service Desk KPI's to ensure that this can be reported to Senior Management.


• Incident logging, classification, progression, 1st line support resolution, escalation, monitoring and closure of Incidents and Service Requests in the Service Management Tool.


• Show 'Ownership' of tickets logged & relationships with key business areas.


• Be responsible for Identification of problems from repeat Incidents and internal escalation should they occur.


• Provide 3rd Party and Vendor communication or escalation in response to service support accountabilities.


• Play an active role in mentoring, coaching and developing other Service Desk analysts.


• Assure the preparation for and smooth transition of new projects into the Service Desk.
  
  The ability to provide excellent customer service


• Active Directory management


• IT Service Management System knowledge


• ITIL awareness


• Core understanding of Microsoft End User operating systems and associated applications to deal with 1st line user queries/resolutions


• Basic understanding of computer networking


• Able to manage own time and workload


• Able to continually analyse and re-prioritise existing workload and able to identify where assistance is required to prevent unnecessary delays to the end user


Desirable

• Remedyforce in an IT Service Desk environment


• Microsoft End Point Manager / InTune


• Microsoft Windows 10


• Microsoft Office 365


• Azure Active Directory


• Genesys Cloud telephony platform
  
  Working Pattern: Our working style is hybrid, but we recognise the importance of

collaborative working with our working with our colleagues often 3 days per week in one of our offices . More office-based working may be required during project rollouts or when we have a higher number of users in the office.
Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to 'give back', Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.
As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.
Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.
Why work for us?
Back in 1880, our founder, JK Waddilove started to provide factory workers in Bradford, with essentials, when others wouldn't, like coal and clothing.

Times have changed since then, society has moved on, and our market and customer needs have evolved. What has not changed though, is our long-established desire to help put people on a path to a better everyday life.

Today we have stayed true to our purpose, just as we've always done, in our communities, for our customers, in an evolving and changing world.

It's why we are here, it's how we will stay, and as Vanquis Banking Group, we can look to the future, and look back at our past with pride.
At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.
We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months' service, you can join our 'Save as you Earn' and 'Buy as you Earn' schemes.
We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we'll help you settle into your new role and are happy to talk to you about your career aspirations.
Equal Opportunity Statement
Here at Vanquis Banking Group, we embrace everyone's unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age - your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, its our people that help us to fulfil the reason why we're here in the first place: to help put people on a path to a better everyday life.