1st/2nd Line Service Desk Analyst

Location: CARE Nottingham

Contract Type: Full Time

Closing Date: 23 October 2021

Salary: 25000 plus on-call allowance

Specific Hours: 37.5

1st/2nd Line Service Desk Analyst


Do you want to work in a collaborative team where you can help others?

This is a 1st/2nd line support role in a predominately Microsoft house, so that’s supporting Windows 10 and standard MS Office. You’ll be taking calls and dealing with raised tickets whilst looking to resolve things first time, following our Incident Management process and getting involved in Problem Management too.  You’ll be dealing with Service Requests as well as Incidents, such as PC set ups, printer issues, along with Software deployment – they could be about anything! You will also get involved with procurement.  Any experience of support bespoke software is beneficial.

We work within the ITIL framework, and it’s key that you’re bought into that, so you can provide consistency in how we respond to people and how we share knowledge.

There’s a great culture here, we all work well with each other, we work as a team across all clinics to meet our patient’s needs. So, you’ll need to be able to work independently as well as part of a team.


A bit about you

You’ve got good experience in a 1st/2nd line role and will have had exposure to just about every kind of incident you’d expect in a role like this. This is very much a 1st/2nd Line Support role, providing remote support to our clinics across the country, so this isn’t the job for you if you’re a Field Engineer, as the role is not purely hardware based.

You’re a natural problem solver, you like to help your colleagues to fix their IT issues. You’ve got great attention to detail because you like to resolve those tickets first time around!

You’re a great communicator, you have to be, you’re talking to colleagues all day who don’t have your experience and knowledge and you need to explain things to them in a way they understand.

Service excellence is second nature to you, you deliver excellent service to everyone in everything you do.


A little bit more?

We’re based in Nottingham, by J26 on the M1 (NG8 6PZ), with free parking and a nice office environment.

We work Mon-Fri from 09:00 – 17:30, but 1 in 3 weeks you’ll work 07:30 – 16:00. We work 1 in 4 Saturdays ‘emergency on-call’ between 07:30 – 16:00.

You’ll need to have access to your own transport, as potentially once a month you may need to assist with site visits to other clinics to support your colleagues.  Depending on the workload and location this may result in very occasional overnight stays.

In a company where hard work and great results are recognised, you can look forward to a supportive culture of collaboration where we value each other.

  • Salary c. £25,000 depending on experience
  • On-call allowance
  • 33 Days annual leave (inc. public holidays)
  • Pension scheme
  • Life assurance
  • A range of flexible benefits to suit your needs.


This post is subject to a DBS check.


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