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IT Service Support Analyst
Salary c. £28,334 | Contract type: Permanent | Hours: Full Time | Location: Poole, Dorset, England | Interview date: Monday 30th September | Closing Date: 22-09-2024 | Reference: 17986
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About Us
Our purpose is simple, to save lives at sea. Across the UK & Ireland, the RNLI is recognised for our lifesaving work from rescue and supervision to education and prevention. An essential part of this is ensuring our IT equipment and systems support all our activities, and that the RNLI IT&S team can support all users, volunteers, and supporters.
Our End User Computing team provides support for RNLI staff and volunteers throughout the UK and Ireland. We work closely as a team and with our suppliers to deliver IT systems and resolve any issues. This covers services from providing business systems that enable lifesaving and drowning prevention efforts, providing desktop systems, supporting new projects, to running networks and telephone systems.
About the role
The successful candidate for the IT Service Support Analyst position will play a key role in the End User Computing team and foster a culture of continuous improvement.
Based at the RNLI Support Centre in Poole, you will be responsible for managing the SharePoint databases that record our assets. You will need confidence to chase down information and coordinate the return of equipment from leavers.
You will support the End User Computing Services Manager with process and procedure development and be responsible for maintaining the knowledge base.
This role involves supporting the Service Desk Manager with weekly reporting and data analysis, as well as ticket triage.
You will also assist your fellow SSA with the end-to-end process of equipment and service ordering and payments, working with suppliers to ensure excellent service. This includes mobile telecom services, IT hardware, and software.
Additional activities include generating reports, supporting line projects, and updating communication channels such as intranet and team sites.
As team development is crucial for innovation, you will have opportunities to lead tasks and undertake training as needed.
About You
The team provides IT support across the RNLI, so excellent customer relationship skills are essential, along with strong attention to detail, administration, and communication skills.
We seek someone experienced with ticketing/issue logging tools, and familiar with financial processes and systems.
Proficiency in Microsoft tools such as Word, Excel, Visio, SharePoint, PowerPoint (advanced skills advantageous) is also required.
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