National Churches Trust→

Service Desk Analyst at National… · London

Entry LevelOn-siteFull-timeLondon, United Kingdom

Job Description

Service Desk Analyst

Location: London, United Kingdom

The post holder will play an active part in incident, request, problem and change enablement processes, working collaboratively with internal teams and third party suppliers to restore service quickly, prevent recurrence of issues, and continually improve the end user experience.

Be the first point of contact for staff needing IT help, responding via phone, email, self-service portal and occasional desk-side support.
Record and manage support requests using the IT system, making sure they are logged correctly and handled in a timely way.
Resolve common IT issues at first and second level, passing more complex problems to senior teams when needed.
Take responsibility for seeing issues through to completion and keeping users updated on progress.
Set up accounts, equipment and system access for new starters, role changes and leavers, making sure access is added or removed when required.
Help staff with their laptops, desktops, mobile devices, and everyday software.
Support users with Microsoft 365 tools such as email, Teams, OneDrive and SharePoint.
Assist with setting up and maintaining user devices and applications.
Spot repeat issues and flag them to senior team members so longer-term fixes can be considered.
Add helpful notes and simple guides to the team knowledge base to make it easier to resolve issues in future.
Suggest practical improvements to the service based on day-to-day experience and user feedback.
Work with other IT teams and external support providers when extra help is needed to resolve issues.
Help follow up on supplier support calls and keep track of progress.
Aim to resolve requests within agreed timeframes and provide a good level of customer service.
Keep support records clear and up to date, including notes on what was done to fix issues.
Assist with basic reporting by keeping tickets accurate and properly updated.
Follow company policies on security, data protection and acceptable use.
Support common Microsoft technologies, printers, mobile phones etc.
Prepare equipment and accounts for new starters and ensure everything is ready for their first day.
Occasionally travel to other organisation sites around the country to provide on-site support when required.

The Church of England is for everyone, and we want to reflect the diversity of the community the Church serves across the whole country. Therefore, while of course we welcome all applications from interested and suitably experienced people, we would particularly welcome applicants from UK Minoritised Ethnicities (UKME)/Global Majority Heritage (GMH) and other under-represented groups.

Essential

Knowledge/Experience

Education:

ITIL Foundation (or equivalent working knowledge)
Relevant IT support certification or demonstrable equivalent experience

Skills/Aptitudes:

Excellent customer service and communication skills
Strong troubleshooting and analytical ability
Ability to work collaboratively across teams and suppliers
Proactive mindset with a focus on continuous improvement
Well organised, able to manage workload and meet deadlines

Knowledge/Experience:

Strong and demonstrable experience providing 2nd line support across end-user and workplace technologies in a Microsoft-centric environment.
Solid experience supporting Windows 10/11 desktops and laptops, including build, configuration, troubleshooting and user profile issues.
Experience working day-to-day within a service desk / ITSM environment, managing incidents and requests beyond 1st line triage.
High level of technical troubleshooting capability, able to diagnose and resolve complex or non-standard incidents and act as an escalation point for 1st line analysts.
Experience working to SLAs and priorities, managing competing workloads and deadlines effectively.
Experience supporting user lifecycle activities (Joiners, Movers, Leavers), including account setup, access changes and deprovisioning in line with security policies.
Experience liaising confidently with both technical and non-technical users, including senior stakeholders.
Experience supporting mobile devices (iOS / Android), Teams telephony and peripherals.
Good working knowledge of Active Directory / Azure AD (Entra ID), including group management, permissions and basic identity troubleshooting.

Personal Attributes:

Strong commitment to delivering a high-quality, customer-focused service.
Takes ownership of issues end-to-end, ensuring users are kept informed until resolution.
Calm and methodical under pressure, with a clear sense of urgency when restoring service.
Strong attention to detail, particularly in ticket documentation and knowledge sharing.
Proactive mindset, always looking for ways to improve service quality and reduce repeat incidents.
Committed to continuous professional development and keeping technical knowledge current.
Collaborative team player who supports colleagues and contributes positively to team culture.

Desirable

Education:

Experience contributing to problem records, known errors or service improvement initiatives.
Microsoft certifications (e.g. Modern Workplace, Endpoint, Azure Fundamentals).
Experience working in a hybrid or multi-site organisation.

Please note that you will not be able to view the role description after the closing date. We suggest that you save a copy of this page before you submit your application.

About the NCIs

The National Church Institutions comprises a wide variety of teams, professions and functions that support the mission and ministries of the Church of England in its vision to be a church, centred on Jesus Christ, for the whole nation - a church that is simpler, humbler, bolder.

We Include. You Belong.

Our Belonging and Inclusion Strategy aims for everyone in the National Church Institutions (NCIs) to feel that they belong, and are valued for who they are and what they contribute. Together, our people contribute in different ways towards our common purpose, whichever NCI they work in and whatever their background.

Living out our values in all that we do, we:

Strive for Excellence
Show Compassion
Respect others
Collaborate
Act with Integrity

We believe our commitment to belonging and inclusion fuels our progress and drives us forward. The NCIs are a safe, inclusive workplace for people of all backgrounds and walks of life. We welcome applications from people of all faiths and of no faith. We want to encourage applications from a diverse group of people who share our values. Even if you have never thought about working for us before, if you have the skills and experience we’re looking for then we would like to hear from you.

Use of AI in your application

We appreciate that you may want to use AI tools to help you with your application. We're happy for you to use AI to come up with ideas and help structure your thoughts, but you shouldn't use AI to fabricate information or write your whole application for you. One of our values is integrity, and although we want you to demonstrate your best self, we don't want an AI-generated persona. If you simply copy and paste AI-generated content into your application, this will reduce your chances of success.