1st Line Service Desk Analyst

Full Time Permanent

UK Job Network

Do you have a passion for IT & pride yourself on providing the best Customer Service?

Do you want to work for a leading learning disability charity where you can make a real difference to the lives of the people we support?

Have you always wanted to develop a career within IT but not found the right opportunity?

If you have answered yes to these questions, then we want to hear from you today!

We have a truly exciting opportunity for a talented individual to join our IT Service Desk to provide excellent support to our rapidly growing user base. You will be dealing with internal stakeholders to provide advice and support with various IT queries – these could range from password resets through to potential major incidents. 

We have a full time (37.5 hrs per week) permanent contract and a full time 6 month fixed term contract available. 

Both roles will be based at our Peterborough office; shifts are on a rota basis between 8am-6pm, so you must be flexible to work between these times Monday-Friday. The role will be home based until we can return to our offices safely. 

At Mencap, we value a diverse and inclusive workplace and we intentionally plan for the success of our colleagues in everything we do. We welcome applications from everyone, so come as you are and join us. Together we are Mencap!

As the first point of contact within the IT function, you must have the following experience

Experience working in a fast paced call centre environment

Able to demonstrate a competency for using IT Systems

Demonstrable passion for IT

Understanding of the ITIL Framework for Service Desk (ITIL Foundation V3/4 Desirable)

1st Line/Service Desk Analyst experience (Desirable)

As a big part of this role will be to provide the best customer service, you must demonstrate an excellent telephone manner with the ability to handle queries with a helpful and supportive attitude.  Previous experience of call logging systems would be desirable but not essential as training will be given.

(Please see the ‘role profile’ for a more extensive list of responsibilities, experiences and key skills required for this role and the full Job Description and Personal Specification)

If this role sounds like your next step, please apply with your up to date CV.

This role will close for shortlisting on Monday 31st May and interviews will take place on Thursday 4th and Friday 5th May via MS Teams.

JOB ID 21655

We are proud to be a Disability Confident Leader and welcome applicants with disabilities to apply for all roles with us. To find out more about the scheme please visit the direct gov website

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