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Senior Service Desk Analyst

Reference number: A4300120

Location: Bedfordshire

Have you got at least 3 years worth of experience working on a Service Desk?
Do you have experience of mentoring others?
Do you have a passion for Customer Service?

If yes we would love to hear from you.

As part of a new dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can do attitude as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation.

As a Senior Service Desk Analyst within the Technology Customer Services team you will work alongside one other Senior to lead the day to day work activities of the Service desk who are responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications.

You will work both individually and collectively to support users by phone, face to face and through the call logging system and be the first point of contact for escalations where business activities are impacted.

As part of your role you will carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services Manager to ensure that the user and their needs are represented in workforce experience strategic thinking.

You will be able to communicate with users of all abilities and technical proficiency to understand and advise how best to resolve their issues, while having the support of the Run team's Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.
You will be able to work under your own initiative, setting team rotas and reporting on service levels and user satisfaction.


Salary starting at

£25,463 to £27,585 per annum

Hours & contract information

Hours: Full time

Closing date: 24 January 2020
Interview date: 5 February 2020, 6 February 2020

How to apply

Our role profile describes the key result areas and skills and experience needed for the role. Please make sure you include reference number A4300120 on your application.

Role Profile (Word 105Kb, requires Microsoft Word)

Application details (Word 33Kb, requires Microsoft Word)

This role is covered by the Rehabilitation of Offenders Act. You will be asked to declare unspent convictions and cautions at offer of employment stage.

Who to contact

For questions about this post
Melissa Werry
melissa.werry@rspb.org.uk
01767 693510

Send application details to
Melissa Werry
melissa.werry@rspb.org.uk
RSPB UKHQ - The Lodge Potton Road Sandy Bedfordshire SG19 2DL
01767 693510