IT Service Desk Analyst

We're looking for an IT Service Desk Analyst to join our friendly Service Desk team. You'll be the first point of contact for IT support, helping colleagues across the business stay connected and productive.

As the first point of contact for IT support, you'll provide excellent customer service while resolving technical issues for colleagues across the organisation. Working as part of our Level 1 Service Desk, you'll help deliver a seamless digital workplace experience by resolving incidents quickly, providing first-time fixes where possible, and escalating more complex issues when needed.

What you'll be doing

• Provide first-line IT support via phone and digital channels.
• Log, prioritise and manage incidents and requests using ServiceNow.
• Resolve common hardware, software, Windows and Microsoft 365 issues.
• Escalate complex issues to specialist support teams.
• Support device setup and basic endpoint troubleshooting.
• Maintain knowledge articles and contribute to service improvements.
• Deliver excellent customer service while working to SLA and quality targets., * Mental health support
• Flexible working options
• Access to online GP appointments

Finance

• Pension plan - contribute between 4% and 8% and we'll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more
• Free Blue Light Card

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.

• Strong working background in customer service working within an IT helpdesk or IT support environment.
• Good knowledge of Windows, Microsoft 365 and workplace technologies.
• Strong troubleshooting, time management, and verbal/written communication skills.
• Experience using an IT Service Management tool (ServiceNow desirable).
• Understanding of ITIL principles (ITIL Foundation qualification desirable).

Pulled from the full job description

• Employee discount
• Company pension
• Discounted gym membership

Anchor - a great place to work Anchor is England's largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life. We're not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities. Our values Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs. Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not. Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos. Our Anchor Leadership Framework helps align these values with the skills and behaviours we demonstrate.