IT Service Desk Analyst

As an IT Service Desk Analyst, you will spend your time supporting our staff with their IT questions and queries. Maintaining high standards in customer service by responding in a timely manner and seeing issues through to resolution. You will work closely with other members of the IT Service Desk team and the wider IT Team.

Please refer to the job description for more information on the roles and responsibilities of the role as well as the person specification.

Where you'll work

This role is based in the Bristol office 4-5 days a week Monday to Friday and the post holder will be required to work on call as part of a planned weekend/public holiday on call rota.

We aim to provide a great place to work and blended working forms part of our flexible and inclusive approach to future ways of working. It is an informal arrangement which gives you the option to work some of the week from home and some of the week from the office, subject to role requirements, business need and regular review.

We are a dynamic multi-functional team of subject matter experts who provide the core support systems for our business. We are highly collaborative and work across functions and with District teams to deliver quality and impact through all we do; we are international leaders in Forestry management., * As an IT Service Desk Analyst, you will spend your time supporting our staff with their IT questions and queries. Maintaining high standards in customer service by responding in a timely manner and seeing issues through to resolution. You will work closely with other members of the IT Service Desk team and the wider IT Team.

• We require someone with a strong sense of ownership, who is a keen team player. You will take ownership of issues and embrace new challenges and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions, share ideas and contribute towards the continuous improvement of our valuable Service Desk function. You will make sure that excellent customer service satisfaction and standards are maintained.
• You will be a team player, friendly, approachable, communicative, and adaptable.
• You will be responsible for coordinating our Service Desk ticketing system:
• Making sure that the support requests are logged and dealt with or assigned in an appropriate and timely manner
• Monitoring the flow of tickets logged, from start to a timely conclusion
• Be alert to wider issues and emerging patterns.

The role also encompasses core tasks such, but not limited to:

• Fulfilling and shipping requests for equipment and software
• Stock coordination including movement of IT deliveries
• Building IT equipment to business requirements
• End user systems administration
• Maintaining accurate records and stocks, using and updating technical documentation as well as developing and maintaining written guidance as needed.
• Exceptional organisation skills are key to this role., * UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Essential Professional and Technical experience

• Experience in delivering quality customer service to a high standard
• Able to demonstrate a high level of skills in communication, both written and verbal
• Highly motivated, pro-active team player but also able to work very effectively autonomously
• Experience of working in an office IT environment supporting multiple end users
• Demonstratable IT technical troubleshooting skills

Desirable Professional and Technical experience

• Demonstratable knowledge and experience of as many of the following as possible (training will be provided where required):
• Appropriate IT related qualifications and/or 2 years' experience working within a hands-on and service focussed IT technical arena, as well as evidence of continued personal development
• End-user administration using tools like Azure Active Directory
• Service Desk support tools such as HALO, Lansweeper, Bomgar, Microsoft Endpoint Manager
• Mobile device and phone setup and support using tools such as Jamf & Microsoft
• Intune/endpoint
• Client-side Operating System and application troubleshooting: Windows 10 &11, Office 365, Teams, Defender and Apple MacOS
• Experience of telephony end-user set up such as Microsoft Universal Communications
• Desk-side hardware break-fix and repair
• Managed and desktop printer troubleshooting
• Knowledge or practical experience of basic networking principles
• IT security awareness, supporting team to resolve security incidents, * Advantageous, but no formal qualifications are seen as essential for this role. Instead, performance at interview based on technical and non-technical questions and may include practical assessment to assess depth of knowledge, skills and behaviours expected for working in an IT Service Desk environment., You will be assessed on experience, a technical skill and strength based questions during your interview.

The Behaviours being assessed at interview are -

• Working Together
• Delivering at Pace
• Communicating and Influencing

Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.

We'll assess you against these behaviours during the selection process:

• Working Together
• Delivering at Pace
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• to be confirmed.

Benefits Alongside your salary of £26,959, Forestry Commission contributes £7,810 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides., Alongside your salary, Forestry England contributes an average of 28.97% towards your pension. You will become a member of the Civil Service Defined Benefit Pension Scheme.

• 25 days holiday a year, raising by one day every year's service, up to 30 days (pro-rated for part time employees) plus additional days off such as bank holidays.
• STaR is our employee benefits scheme offering discounts on everyday supermarket shopping, as well as other things such as hotel stays clothes, mobile phones, other electrical items, medical and car insurance, holidays, gym discounts, household bills, Headspace wellbeing app.
• free parking at Forestry England sites and free entry to our National Arboretums at Westonbirt and Bedgebury.
• a commitment to lifelong learning through career development. Forestry England will support your career development in a variety of ways, including continual professional development, support for individual learning plans and sponsored membership of professional bodies.