IT Service Desk Analyst - Temporary (up to 12 months)
Posted 2 weeks ago by RNLI
£34,210 Per year
Undetermined
Undetermined
Poole, England, United Kingdom
Summary: The IT Service Desk Analyst role is a temporary position focused on providing first and second line support for IT services within the RNLI's End User Computing team. The analyst will assist users with hardware and software issues, including video conferencing and mobile telephony support, while ensuring adherence to ITIL processes and service level agreements. This position requires a strong customer service mindset and the ability to manage service requests effectively. The role involves varying shifts to support volunteer lifeboat crew and staff members.
Key Responsibilities:
- Provide first and second line IT support for Microsoft services on Windows 10 and 11.
- Assist with hardware configuration for new starters and manage break/fix replacements.
- Fulfill service requests for software installations and supply IT peripherals.
- Support video conferencing equipment and mobile telephony issues.
- Manage user incidents and service requests using an ITSM (ticketing) tool.
- Work collaboratively with the team to ensure high-quality customer service.
- Cover varying shifts to provide IT phone support to volunteer lifeboat crew and staff.
Key Skills:
- Knowledge and experience of ITIL processes.
- Familiarity with delivering to SLAs and managing workload effectively.
- Experience using an ITSM (ticketing) tool.
- Advantageous experience with deployment tools such as Intune.
- Strong customer service orientation and teamwork skills.
Salary (Rate): £34,210.00 yearly
City: Poole
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT Service Desk Analyst - Temporary (up to 12 months)
Salary: £29,079 - £34,210 (dependent on experience)
Contract type: Temporary: Fixed Term Contract or Secondment
Hours: Full Time
Location: Poole, Dorset, England
Closing Date: 02-09-2025
Reference: 20086
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.
About the role
We are looking for an experienced IT Service Desk Analyst to work within our End User Computing team. The Service Desk provides first and second line support for services across the Microsoft suite on both Windows 10 and Windows 11. The Service Desk also supports video conferencing equipment hardware issues and mobile telephony. The team works from 07.45 to 18.00 hrs, and you will be expected to cover varying shifts within these times. The shifts will include providing IT phone support to volunteer lifeboat crew and staff members. This role will be focusing on providing support for our hardware equipment provision and service requests. This will include hardware configuration for new starters, break/fix replacements, fulfilling service requests for software installs and supplying IT peripherals.
About you
It is expected that you will have evidence of knowledge and experience of ITIL processes. You will be familiar with delivering to SLAs and manage your workload accordingly. You will be an experienced user of an ITSM (ticketing) tool able to manage user incidents and service requests. It would be advantageous to have experience or knowledge of deployment tools such as Intune and remote support applications. We have a strong focus on customer service and working together as one team to help and support our crew out on the coast. As much as we are an IT function requiring technical skill and knowledge, our priority is having people who have a mindset to help each other out, go above and beyond and do the best for our organisation and the volunteers that we serve.
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 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.