Support Analyst

Are you seeking a challenging Contract opportunity? Would you like to utilise your strong IT, systems and customer service experience and join a leading UK Charity?

We are looking for a Support Analyst to join our busy Service Desk team on a 12 month fixed term contract basis, covering maternity leave.

Reporting to our Service Desk Team Leader and working as a key member of the wider Service Delivery team, this role will see you as the first point of contact for all customer support incidents, requests and problems. Your focus will be to deliver operational excellence through providing technical support to all RBL staff and volunteers ensuring all enquiries are handled consistently and efficiently with a strong focus on customer service.

Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.

The Service Desk operates as a cohesive unit, frequently collaborating with various parts of the organisation. In your day-to-day activities, you will engage with everyone from CX to volunteers. Key responsibilities will include:

- Act as the contact point for customers seeking technical assistance in person, over the phone, e-mail or via chat
- Provide when on-site, technical support in person to a broad range of reported incidents which cannot be resolved remotely. 
- Prioritise and manage workload effectively, managing several open incidents/problems concurrently while ensuring every customer receives the highest levels of service
- Escalate unresolved enquiries as necessary to the next line of technical support and work collaboratively to resolve issue for the customer
- Liaise with 3rd parties and suppliers as appropriate to resolve technical problems and in the management of other peripheral equipment

Here at RBL, we aim to support our people and their wellbeing, with a package including generous paid holiday allowance and pension scheme contributions, and a range of optional benefits and discounts.

You will be contracted to our London, Haig House Hub. Under our Future Working framework, there will be some flexibility for working remotely/at home, using our collaboration tools to work with colleagues, but with a minimum expectation of two days/week connecting directly face-to-face with colleagues at the hub.

For more detailed information about the role, please see our Vacancy Information Pack attached to our direct advert.

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role. Interested candidates are encouraged to apply as soon as possible.