IT Service Support Analyst

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 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 making this happen is to ensure our IT equipment and systems support all of our activities, and that the RNLI IT&S team is able to support all our users, volunteers and supporters. Our End User Computing team provides support for RNLI staff and volunteers throughout UK and Ireland. We work closely as a team, and with our suppliers, to deliver IT systems, and resolve any issues that our colleagues may have. This covers a range of services, from providing the business systems that enable our lifesaving and drowning prevention efforts; providing desktop systems; supporting new projects, through to running of 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 the culture of continuous improvement. Working from the RNLI Support Centre in Poole, you will be responsible for the control of the SharePoint databases that record our assets. You will have the confidence to chase down information and to coordinate the return of equipment from leavers. You will support the End User Computing Services Manager with process and procedures and be responsible for the upkeep of the knowledge base. This role offers support to the Service Desk Manager for weekly reporting and analysis of data as well as ticket triage. In addition, you will support your fellow SSA with the end-to-end cycle of equipment and service ordering and payment, working with our suppliers to ensure excellent service – this will include mobile telecom services, IT hardware and software. Other activities will include generating reports, supporting in the line projects and updating communication channels (intranet, team sites etc.). As team development is crucial to the innovation needed in this role, you will have the opportunity to lead tasks and to undertake training as required. About You The team provides IT support to colleagues throughout the RNLI, so excellent customer relationship skills will be integral to this role, along with excellent attention to detail, administration and communication skills. We are looking for someone who has experience working with ticketing/issue logging tools, as well as knowledge and use of financial processes and systems. Experience of using Microsoft tools, Word, Excel, Visio, SharePoint, PowerPoint – advanced use would also be advantageous. Safeguarding The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process). Diversity at the RNLI Our staff and volunteers have been saving lives at sea without prejudice for nearly 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One