Service Desk Analyst 29303

We are looking for a dynamic Service Desk Analyst where you will take the lead in resolving 1st and 2nd line support tickets for our teams. From handling calls and emails to navigating a user-friendly Self-Service Portal, you could be the tech troubleshooter we're looking for., + Provide first-rate assistance to our internal customers, as a member of the Technology and Change Service Desk, meeting their diverse needs and technical support needs.
+ Collaborate with internal technology teams, change staff and external vendors to ensure prompt issue resolution in compliance with our Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
+ Manage the creation of new user accounts, provide business as usual support and handle accounts of departing staff, adhering to industry best practices.
+ Develop and maintain strong relationships with stakeholders at various levels, enhancing the trust and rapport built by the current team.
+ Address complex hardware and internet issues via telephone troubleshooting. Take ownership of unresolved issues by coordinating with third-party services and other functions through resolution.
+ Resolve issues and manage desktop PCs, laptops and Android phones and tablet devices using existing MDM tools.
+ Document all unique resolutions to enhance the internal knowledge base and create helpful guides for wider team use, ensure adherence to existing guides where appropriate.
+ Coordinate and process system access requests within established audit guidelines and in agreement with business owners.
+ Produce reports to provide the business with an understanding of departmental performance in line with existing key performance indicators.
+ Ordering of hardware, prioritising assignments in order to meet budget targets and ensure the provision of appropriate hardware to fulfil business needs.
+ Occasional travel to nursery centres across the UK to address and resolve complex issues in person.

+ Essential Technical Knowledge: Proficient in various IT systems and software, including Microsoft 365, Microsoft Office, Windows and Android operating systems and familiarity with ITIL frameworks. Experience with Active Directory and remote troubleshooting is highly desirable.
+ Proven track record in a service desk or IT support role.
+ Experience in handling both hardware and software issues, and providing support over the phone, via email and in person.
+ Strong background in delivering exceptional customer service, with the ability to explain technical concepts to non-technical users in a clear and understandable manner.
+ Experience working collaboratively in a team environment, sharing knowledge, and contributing to team projects., + No formal educational qualifications are required, however relevant certifications in IT support or service management, such as ITIL or CompTIA, would be advantageous.
+ Full clean driving license.

About Busy Bees and our culture

Established in 1983 we are now not only the largest but also the leading provider of childcare in the UK and the fourth largest provider in the world with 855 Centre's globally to date, with plans to reach 1000 centres globally by 2023. To help our mission, we need exceptional talent who can contribute to our world class vision and make an indelible mark in their career with us.

Working at Busy Bees offers several benefits, including competitive pay, flexible scheduling, opportunities for professional development and advancement. We also offer a supportive and collaborative work environment where you can learn from experienced colleagues and make meaningful connections here.

About the Benefits

+ Sector leading Family Leave.
+ Big Benefits. Dedicated 24/7 employee benefits platform 'Smart Hive' with retail, cinema, and travel discounts
+ Childcare discounts.
+ Birthdays off.
+ Health and Wellbeing. We know that sometimes life can be tricky, or you might need guidance so you can lean on our Employee Assistance Program and our Peppy and Mental Health Apps
+ Further Training and development. Access to our own training company to help support you in your development and gaining further qualifications