Job Description

The Desktop Support Analyst reports to the Service Delivery Manager and is responsible for providing deskside assistance to BTPS users. Network and desktop services are provided by a 3rd party vendor who also operate the first line service desk. The DSA will be responsible for providing an onsite point of contact for 3rd parties and providing assistance with IT related issues.

The DSA will maintain strong communication lines between BTPS, the 3rd party vendors and the business adhering to BTPS practices. In addition, the candidate will assist with the development and maintenance of the existing SharePoint site.

Main tasks & responsibilities:

Provide onsite desktop support and remote hands-on support to the business Responsible for following ITIL processes focussing on Incident and Change Management Responsible for ensuring the third-party vendors and the business adhere to the underpinning IT processes The DSA is the second point of contact for the business and third parties from a network and desktop perspective Triage Incidents to ensure the correct technology group are engaged and co-ordinate if multiple technology groups are involved Responsible for testing technology changes ensuring technology is available for the next working day Responsible for escalation to the Head of Member Services Technology high priority incidents and issues Assist with audit reviews. Providing evidence and ensuring throughout the year technology remains auditable Have good knowledge of technology security and the ability to identify breaches Maintenance of policy and process documentation Responsible for providing metrics and Management Information (MI) Be available on-call for additional work when necessary to support the needs of the business. Management of IT peripherals Working on the Service Desk ticketing system and effectively managing priorities Provide out of hours support as and when required by the business

Essential knowledge, skills & experience:

Good knowledge and working experience of Windows and O365 and associated applications Strong information technology experience Ability to adapt to complex programs and updating technology Strong customer care skills with the ability to communicate / interact at all levels within the organisation and external to the organisation Strong diagnostic, analytical and process skills Good emotional intelligence and awareness Ability to work under pressure Relevant qualifications or experience An IT technical background with an understanding of technical terms A positive and professional attitude Strong interpersonal skills Strong communication skills The ability to work to deadlines and manage workload appropriately

Desirable knowledge, skills & experience:

Good SharePoint administration skills and knowledge SQL knowledge, skills and experience Experience in pension software products
Job Types: Full-time, Permanent

Additional pay:

Bonus scheme
Benefits:

Additional leave Company pension Free parking Life insurance On-site parking
Schedule:

Monday to Friday
Ability to commute/relocate:

Chesterfield: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you be able to work a minimum of three days at our office based at Venture House, Chesterfield?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Chesterfield