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Remote
Epsom, Surrey
£23,000 - £25,000 per year
Permanent, Full-time
Job description

We are looking for a talented, organised and experienced Service Desk Analysts to join our Service Desk function which sits within the Information Systems Team. The Service Desk provides desktop, telephony, and application support to Samaritans branches and staff.

Samaritans are embarking on an exciting technology journey that has already seen a new mobile telephony service introduced for staff and senior volunteers alongside a rollout of Office 365. We are embarking on other new technology services and projects to better enable volunteers and staff to support our callers.

  • Permanent
  • £23,000 - £25,000 per annum
  • Temporary remote working then office based (Ewell, Surrey)
  • Flexible working requests considered

Key Responsibilities:

  • Respond to support requests received via telephone, Service Desk system, Email and face-to face
  • Resolve support requests at 1st/2nd line or allocate according to process and procedure
  • Provide desktop support, including Windows 10, ChromeOS and Office 365 applications
  • Perform installations as requested and user account management
  • Provide support to staff and branch telephony systems
  • Diagnose local broadband issues, escalating to 3rd party support as required
  • Provide IT support to projects
  • Technical documentation

Samaritans is wholly committed to inclusion and diversity, and to building a culture and environment where everyone is appreciated for the unique person that they are. We warmly welcome applications from a broad range of backgrounds and experiences.

The Person:

  • Previous experience of 1st line support in a service desk environment
  • Previous customer service experience
  • Previous experience of 2nd line desktop support
  • Previous experience of application support  
  • Excellent customer service skills and telephone manner
  • Knowledge of working within agreed timelines
  • Experience of owning and managing support requests through to resolution
  • Experience of supporting Microsoft Office 365 products
  • Experience working within a team in a demanding environment
  • Working knowledge of service desk tools

Application Process:

Please find the full job description on our website. Please apply with a CV and a covering letter by 23/06/2021. 

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About
Samaritans

Working for Samaritans

Samaritans is a unique charity that provides support to people who are struggling to cope. Fr... Read more

Posted on: 09 June 2021
Closing date: 23 June 2021
Tags: IT,Digital
Job closes in 2 days
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