Description
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
Contract: Permanent, full time
Salary: £24,000 - £26,000 per annum
Location: Burford, Oxfordshire (hybrid working, minimum two days per week in the office)
Closing date: Sunday 28 June 2026
Interview date: 7 & 8 July 2026
Do you enjoy solving problems, helping people and making technology actually work the way it should? If so, this could be the role for you! We’re looking for an IT Service Desk Analyst to join our Information Services team, where you’ll be one of the friendly, knowledgeable faces of IT across the organisation supporting over 1,000 colleagues across 70 locations. This is a key role supporting colleagues across Blue Cross, ensuring they have the technology and support they need to deliver our vital work.
What you will be doing
- Acting as the first point of contact for IT incidents and service requests
- Logging, triaging and resolving issues through the service desk system
- Delivering high first contact resolution wherever possible
- Escalating issues to the appropriate teams where required
- Supporting users remotely, desk side and across multiple sites
- Installing, configuring and maintaining IT equipment and software
- Maintaining accurate records, procedures and asset information
- Supporting system access management in line with policies
- Contributing to service improvements and project deployments
- Liaising with third party suppliers and internal teams
About You
You will be a highly customer focused individual who takes pride in delivering a professional and supportive service. You will have strong communication skills and be confident working with colleagues at all levels, whether remotely or face to face. With a proactive approach, you will be motivated to resolve issues quickly and effectively while maintaining a positive user experience. You will be comfortable working both independently and as part of a team, able to manage pressure and prioritise your workload. You will have strong problem-solving skills, with the ability to accurately diagnose and resolve issues or escalate where appropriate. You will also be adaptable, willing to travel to sites, and keen to develop your knowledge as technology evolves.
Essential qualifications, skills, and experience
- Good level of customer service skills.
- Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.
- Demonstrable experience of 1st and 2nd line IT support.
- Good support knowledge of Windows 10.
- Good support knowledge of Microsoft Office M365.
- Experience of administering Active Directory Users and Computers.
- Experience of IP networking.
- A full driving licence, with the ability to travel to remote sites.
- The ability to demonstrate, understanding and apply our Blue Cross values.
Desirable Qualifications, Skills, And Experience
- Knowledge of working with Apple MacBook
- Experience managing Daktela telephone solutions
- ITIL V3 or V4 Foundation Certificate
Benefits
- Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
- Programmes for physical and mental wellbeing support
- Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
- Health cash plan
- Unlimited access to an employee assistance programme
- Pension scheme with enhanced employer contribution
- Professional fees paid with Continuing Professional Development and personal development support.
- Life assurance
- 20% discount on Pet Plan pet insurance
- Enhanced family friendly policies
- Recognition scheme
- Annual volunteer days
- Charity worker discounts across a variety of retailers
