Service Desk Analyst – FTC for 6 months – Milton Keynes
Vacancy Name
Service Desk Analyst – FTC for 6 months
Employment Type
Full-Time
Location
Milton Keynes
Job Role
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads.
Every twenty minutes, someone in the UK is the victim of an uninsured or hit-and-run driver. In partnership with the police, insurers and the government, we work tirelessly to make it a thing of the past. And until that\’s accomplished, we\’re here to compensate victims quickly, fairly and compassionately.
Last year we helped more than 42,000 victims of uninsured and hit-and-run drivers and paid over £400 million in compensation to help people rebuild their lives.
As a Service Desk Analyst, you will provide customers with first and second-line technical support via ServiceNow incidents and service requests, using the incident management and request fulfilment processes, in line with Service Desk objectives and ITIL process. In addition, you\’ll enhance the service desks capabilities using previous support experience to provide technical guidance to the existing analysts and engaging with the wider internal and external support functions.
Key Outputs
- Receive, prioritise and triage tickets 1st line via Service Now ITSM Tool, manage email queries and walk ups.
- To ensure tickets are prioritised, managed and monitored within the team to achieve KPI\’s and SLA\’s
- Perform 2nd line technical diagnostics and apply fix remotely or at the deskside.
- Advocate and promote the ITIL Process (Major incident, Incident, Request, Problem and Change).
- Escalating tickets internally or to 3rd party support partners where necessary.
- Review tickets ensuring sufficient information is recorded to allow progression of the ticket.
- Ensure that all user escalations are investigated and provided with a resolution.
- Take ownership of some of the more complex issues that arise
- Liaise other resolver groups to investigate issues further and performing testing that is suggested to find a resolution for the issue.
- Ensure that access to systems is approved and in line with current security policies.
- Ensure that any potential breaches identified are reported immediately.
- Provide enhancements and corrections to hardware and software as required.
- Create and maintain support documentation to ensure the knowledge base is kept current and correct.
- Configure and issue Windows 11 laptops to users including joiners, replacements and leavers equipment and in line with current processes using Autopilot.
- Proactively identify opportunities for improvement within the team to enable the delivery of first-class customer service.
- Ability to learn & support MIB\’s bespoke applications
Relationships
Qualifications and Education
Skills and Knowledge
- Previous Service Desk or 2nd Line Support experience is essential.
- Experience of Azure/Entra, Windows Active Directory and Intune for On-Premise and Hybrid Cloud environments.
- Experience of supporting and administering a variety of common Microsoft solutions such as Teams, SharePoint, OneDrive, Outlook & MS Office.
- Experience of MS Exchange administration.
- Experience of IOS and Android mobile management & administration.
- Handle and resolve Pega application incidents, following established procedures and SLAs
- Concise and accurate written and verbal communication skills.
- Professional and confident telephone and deskside manner.
- Logical problem-solving approach is essential.
- Well-developed organisational skills & Customer focused
- A high level of attention to detail.
- The ability to work under pressure.
- Being able to work independently as well as part of a team.
- Able to learn and support multiple varying technologies and business processes.
- Able to work to KPI and targets.
Salary £35,000 per annum FTC for 6 monthsGrade 9 35 hours per week (Monday – Friday)IT kit supplied to you£320 (before tax) start up allowanceHybrid working (2 days in the office per week) from our Milton Keynes office, MK14
Other Benefits include: Contributory Group Stakeholder Personal pension scheme Life Assurance Employee Incentive Scheme 23 days holiday (plus public holidays) Holiday purchase scheme Sports and Social Club24/7 Employee Assistance Programme Free access to online tools to support mental and physical health Enhanced maternity, paternity and adoption leave 1 volunteer day each year and charity matched funding scheme
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge and want to make a difference to people\’s lives, we want to hear from you.
For more information, take a look at our role pack: HERE
Benefits
Contract Type
Fixed Term
Applications Close Date
27 Apr 2025…