35 Hours per week
United Response is a national charity supporting young people and adults with a wide range of disabilities and mental health needs to live the lives they choose. We are a top 100 charity, supporting more than 2,000 people at any one time. Our income is currently around £85 Million PA, employing approximately 3,900 staff across more than 300 location.
We are currently looking to recruit a 1st Line Support Analyst to join our IT Service Desk Team in Wimbledon Park, London. Reporting to the Service Desk Manager, you will build relationships within our IT Team and will liaise with our external third line support consultants and suppliers.
Providing telephone support for incidents and requests using remote access to users’ systems, you will deal with multiple calls at any given time, record information in our SysAid Service Desk Management system, whilst escalating tickets that are not resolved within the given time.
You will install and configure, diagnose and resolve IT hardware and software with 2nd Line assistance, configure users’ telephones and mobile devices, while maintaining awareness of modern technologies relevant to the role and United Responses’ operating environment.
With good verbal and written communication skills and the ability to build relationships, establishing rapport quickly, you will promote a vision of continuous improvement, with the aptitude to work under pressure. You will have good overall knowledge of IT platforms, equipment and applications, ideally you will have ITIL process knowledge, preferably via a service desk environment, ideally ITIL qualified to foundation level. Equally candidates with experience / competence with Microsoft, Cisco, HP and the industry standards IT environments would be advantageous.
Working Hours; Monday – Friday on a sift rota basis, 8am – 4pm, 9am – 5pm and 10am – 6pm, occasionally out of hours work may be required.