Job Title: Service Desk AnalystEmployer: NICE – The National Institute for Health and Care ExcellenceJob Type: Full-timeLocation: Manchester, United KingdomSalary/Rate: 32,073 to 39,043 £ / YearUK Visa Sponsorship: Available
Provide first- and second-line IT support for NICE (National Institute for Health and Care Excellence).
Act as the first point of contact for customer enquiries, technical issues and service requests.
Investigate, diagnose and resolve IT problems, aiming for a 75% first-contact resolution rate.
Support internal desktop services and externally facing applications developed in-house.
Assist users with accessibility needs and reasonable adjustments, including assistive hardware and software.
Manage customer issues from initial contact through to final resolution.
Contract: Full-time position.
Location: Manchester, United Kingdom.
Responsibilities
Deliver first- and second-line technical support, resolving or escalating incidents appropriately.
Diagnose and troubleshoot desktop hardware, software and end-user technology issues.
Support Microsoft 365 applications, including Teams, SharePoint and OneDrive.
Assist with Windows operating systems, mobile application management and audiovisual systems.
Manage incidents and service requests in line with agreed service-level agreements (SLAs).
Maintain ownership of customer issues and provide updates until resolution.
Collaborate with engineering teams to identify solutions and workarounds.
Document technical solutions and share knowledge with colleagues.
Support accessibility requirements and assistive technology for end users.
Learn and configure systems and services beyond existing areas of technical expertise.
Requirements
ITIL v4 Foundation certification or demonstrable progress towards obtaining it.
Experience working in a second-line IT service support environment.
Microsoft 365 Fundamentals certification.
At least one additional relevant Microsoft qualification, apprenticeship or training programme covering Teams, SharePoint, OneDrive or similar end-user applications.
Knowledge of end-user technologies, including Windows, email, Microsoft Teams, SharePoint, OneDrive, desktop hardware and audiovisual systems.
Experience managing incidents and working within SLAs.
Ability to learn and configure unfamiliar systems and services.
Strong troubleshooting, problem-solving and customer service skills.
Ability to communicate clearly and manage customer issues through to resolution.
Desirable: Service Desk Institute (SDI) Service Desk Analyst certification or an equivalent industry qualification.
Willingness to undergo the required Disclosure and Barring Service (DBS) checks.
Annual salary of £32,073–£39,043.
Skilled Worker visa sponsorship applications are welcome and will be considered alongside other applications, subject to eligibility.
Opportunities to develop technical expertise in IT support, Microsoft 365 and accessibility technologies.
Professional development through relevant IT certifications and training.
Experience working within a national organisation focused on health and care excellence.
Opportunities to build skills in incident management, troubleshooting and customer service.
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