IT Service Desk Analyst

Position: IT Service Desk AnalystReporting to: IT Service Desk & Systems Team LeaderContract type: Full Time, Permanent, Remote WorkingAbout Cera Cera is a digital-first healthcare-at-home company delivering care, nursing, telehealth and repeat prescription services in people’s homes via technology. In under five years, Cera has expanded to 10,000+ staff across the UK and Germany, delivering 40,000+ healthcare visits a day, and has grown from zero to nearly $300M revenues. Every day, Cera delivers healthcare services equivalent to 40 hospitals or 1,000 care homes, and has grown 100-fold over the past two years making it one of the fastest growing businesses in Europe.Cera currently holds more than 160+ partnerships with the NHS and local authorities, and the company’s technology is used by 2,000+ businesses nationwide. It’s technology predicts health deteriorations in patients 30-fold faster than traditional care companies, with its Professional Carers and Nurses responding to over 5,000 ‘high risk’ alerts each day.Since the outset of the COVID-19 pandemic, Cera has delivered 10 million healthcare visits in people’s homes, created 10,000 jobs, and licensed it’s recruitment technology to the UK Government Department of Health to recruit 50,000+ people into healthcare careers.About the role Part of the existing IT Service Desk who are the first point of contact for all IT support related requests, we have an exciting opportunity for the right individual to join our expanding technology team. We are looking for someone who has a passion for delivering a first class IT service to our internal customer base and a want to drive continuous improvement.The ideal candidate would be someone who has a good mix of both customer service and technical skills.The successful candidate will report into the IT Service Desk & Systems Team Leader and have responsibility for the following:ResponsibilitiesApplication SupportProviding support for end-user applications (e.g. DCP, Cera App).Troubleshooting application issues and errors.Assisting users with application functionalities.Installing and configuring applications as required.Systems SupportProviding support for operating systems (e.g., Windows, macOS).Troubleshooting system-related issues (e.g., network connectivity, hardware malfunctions).Assisting users with basic system administration tasks.Incident ManagementLogging and categorising incoming support requests.Providing first-level support and troubleshooting.Escalating complex issues to higher-level support teams.Updating incident tickets with resolution details.Maintaining incident logs and reports.Request FulfilmentHandling user requests for IT services (e.g., password resets, account creation, software installations).Processing requests efficiently and accurately.Following established procedures and guidelines.Problem ManagementIdentifying recurring incidents and escalating them to problem management teams.Contributing to root cause analysis and resolution.Implementing preventive measures to avoid future issues.Knowledge Base ManagementUpdating and maintaining the knowledge base with solutions to common issues.Creating new knowledge articles as needed.Ensuring the knowledge base is accessible and user-friendly.Customer ServiceProviding excellent customer service to all users.Communicating clearly and concisely with users.Building strong relationships with customers.Managing user expectations effectively.IT Asset ManagementTracking IT assets (hardware, software, licences).Coordinating asset disposal and recycling.Ensuring compliance with asset management policies.ReportingGenerating reports on incident volume, resolution times, and other metrics.Analysing data to identify trends and areas for improvement.Additional ResponsibilitiesOnboarding new users and providing IT orientation.Supporting remote workers and mobile devices.Participating in IT projects and initiatives.Adhering to IT security policies and procedures.Skills and ExperienceBehavioural Skills Ability to work well under pressureExcellent interpersonal skills: diplomatic and able to inspire users and employee confidence. Ability to determine correct workload priorities for the Service Desk Team. Ability to coach team members and provide necessary training to improve skill sets.2 years plus experience of working in a Service Desk support function, Able to work well under pressure and to use initiative Proven track record of the supervision of staff and/or contractors where appropriate.Supports and motivates others, encouraging them to achieve their goals, in alignment with business goals Seeks opportunities to provide people with new challenges and opportunities to developDevelops and maintains productive relationships with internal and external customersTakes responsibility for the outcomes and impact of their decisions Technical Skills ITILv3 or v4 foundation or basic understanding of best practice.Good Knowledge of Google Workspace incl. user administration. or transferable skills within Microsoft O365 space.Experience managing hardware running the following OS: Win10, Chrome, iOS.Knowledge of Microsoft based Operating Systems and Chrome OS.Experience using Remote Access Tools to support colleagues at different locations. Hands on experience building/configuring hardware and deploying software.Basic/Good understanding of technology from networking/hardware/software perspective.Experience using MDM technology ideally MaaS360 desirable.What we offerWe offer flexible working hours and remote working arrangements,25 days holiday + your birthday off on top of bank holidays Mobile phone, laptop and full remote IT package setup to work remotely. Company pension scheme Training and development for your role and future career developmentCompetitive salary, discretionary bonus and long term employee schemes Lifeworks discount platform and Employee Assistance Programme Refer a Friend scheme Service and Recognition awards Life at CeraWe champion diversity, inclusion and well-being to create a workplace where you value yourself and feel proud of who you are. We believe in a world where you have the freedom to explore and express yourself without judgement, no matter who you are or where you’re from. Where individuality is a source of confidence, because difference makes the world a better place. People from cultural or gender diverse backgrounds, women and people with disabilities are encouraged to apply.Our team is made up of academics, innovators, start-up accelerators and care experts, all connected by a vision to build a better future for care through the combination of best-in-class carers, empowered by technology.