Senior IT Service Desk Analyst

Closing date: 19/03/2023

Location: Hybrid with travel to Downton, Salisbury.

At Help for Heroes, we help the Armed Forces community live well after service. Life can be tough when a military career comes to an end, especially if it has been cut short by illness or injury. Overnight, people lose not only their job, but also a support network that is like family. There are many ways we help veterans, their relatives, serving personnel, and people who worked alongside the UK military. We help people with their physical and mental health needs, and a range of welfare issues. Our support gives people the skills, confidence and knowledge to make a success of life after service.

And who are we you’re wondering? We are experts and beginners. Generalists and specialists. Ordinary people with an extraordinary passion towards making a positive change to the lives of our veterans (and having fun while doing it).

As One Team we share a philosophy – I.C.A.R.E. It’s the way we walk and talk, the way we interact with others and how we approach everything we do. We are:

Innovative – Collaborative – Authentic – Resourceful – Energetic.

We have an incredible opportunity for a Senior IT Service Desk Analyst to join our team.

About You

Are you driven and enthusiastic team leader, motivated about service improvement, change & problem Management and a champion in delivering outstanding IT services?

About the Role

We are looking for an enthusiastic, positive individual to lead a small service desk team, foster strong relationships with all levels of staff across the organisation with their IT needs and requirements.

You will be responsible for the day to day running of the IT Service Desk in an effective manner, processing 2nd line tickets, managing changing priorities, ensuring incidents and requests are handled accordingly keeping stakeholders informed, review policies and procedures and take an active role in change and problem management.

As The senior analyst you will be both a technical and customer escalation point, where necessary instigating escalation procedures to third line support, suppliers, or line managers.

About the Team

The IT Service desk are a highly motivated, collaborative team of analysts working with all departments taking a holistic approach to problem solving and service delivery for the organisations IT requirements.

Help for Heroes believes those who serve our country deserve support when they’re wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds. The Charity helps them, and their families, to recover and get on with their lives. It has already supported more than 26,500 people and won’t stop until every wounded veteran gets the support they deserve.