Job advert for Service and Support Analyst

Job title: Service and Support Analyst

Job reference number: SBM134

Contract: Permanent, full-time, 35 hours per week (Shifts between 8am and 6pm)

Location: The role is hybrid working with an average split of 3 days in the Kings Hill office and 2 days from home. There are occasional support requirements in our London office (EC2).

Salary: £30,000 to £32,000 per annum (Depending on experience and skills)

We are looking for a dynamic Service and Support Analyst to join our team, where you'll be at the forefront of delivering technical assistance to our 600+ internal customers.
As a blend of first and second-line support, you'll have the opportunity to showcase your expertise in troubleshooting, problem-solving, and providing excellent customer service.
If you're passionate about delivering exceptional IT solutions and thrive in an industrious and rewarding environment, this role suits you. Join us in helping shape the future of Technology Service Delivery at CAF.

We’re seeking a talented Service and Support Analyst to join our Technology Service Desk team at Charities Aid Foundation (CAF).
What you’ll do
At CAF, every one of us contributes to our impact, and as our Service and Support Analyst, you will play an integral part in what we do.
As our Service and Support Analyst, you will:
- Provide 1st line support via telephone, ITSM tools, Email and walk-ins for all IT, Network, Telephony, Remote Access & desktops, along with support for Incidents and Service Requests
- Log and perform analysis, including accurate prioritisation of all Incidents and Service Requests
- Provide 2nd line support via telephone, ITSM tools and deskside for all issues escalated from 1st line and working with 3rd line teams where necessary to facilitate resolution
- Hardware/Software support, including Maintenance and configuration of the CAF’s Microsoft desktop MMD, Apple mobile estate and video conferencing solution
- User Administration activities across IT-controlled systems, including unlock/resets and starters/leavers
- Manage 3rd party supplier relationships when required during day-to-day support activities
- Support the Service Desk Manager towards continued improvement of team processes and customer experience

Who you’ll be
This role is for you if you have experience working in Service Desk & Desktop Support roles or have relevant transferable skills and are keen to make a difference in society. We are looking for:
- Minimum 2 years’ experience in previous Service Desk and Desktop roles, which includes knowledge of Incident & Service Request disciplines (ITIL Foundation desirable)
- Strong analytical & problem-solving skills with great attention to detail
- Excellent telephone manner, face to face & written communications
- Knowledge & experience of PC hardware/software setup and configuration, including Windows 10/11, mobile device management (MS Intune & Defender desirable), Active Directory, Office & ITSM logging tools
- Confidence to deal professionally with staff at all levels in the organisation
- Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude and excellent customer service skills

What’s in it for you
At CAF, you will receive:
- Permanent hybrid ways of working where roles allow
- Six weeks holiday plus bank holidays
- A wide range of development opportunities to support personal and professional growth
- Pension scheme with better-than-market employer contribution options
- Social impact benefit schemes
For all our employer benefits and to gain an insight into our culture and values, please visit cafonline.org/careers.
Who we are
At Charities Aid Foundation, we accelerate social progress by providing essential connections between donors, charities and communities.
We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.
Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

Diversity and inclusion
We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.

We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

How to apply

The closing date for applications is 31st October 2024.

You must have the Right to Work in the UK

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Please complete the form below, attach your CV and Cover letter, then click ‘Submit Application’ if applying via our website or send your CV to recruitment@cafonline.org quoting reference number SMB134

We welcome applications from everyone who feels they meet the criteria, regardless of age, sex/gender, disability, race, religion, national origin, sexual orientation, marital, veteran or parental status.

Don’t meet every single requirement? If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway. You may just be the right candidate for this or other roles.

As a Disability Confident Employer, we guarantee to interview disabled applicants who meet the minimum criteria for the role. Please indicate on the application form if you would like to be considered as part of the Disability Confident Scheme.

So we can support you to be your best during the application or interview process, please contact our Recruitment team at recruitment@cafonline.org or 03000 123 566 to request assistance or reasonable adjustments.