IT Service Desk Analyst

Location: Salford - Manchester
35 Hours per week
Contract type: Permanent
Salary GBP 21,500

About the role
A Servicedesk is customer and process focused.
The Servicedesk offers a Single Point of Contact (SPOC) to meet the communication needs of staff, volunteers and IT employees. The Servicedesk is outwardly focused on the customer and inwardly focused on the day to day processes of the business. The ultimate goal of the Servicedesk is to reduce costs by having the appropriate personnel working on problems, by monitoring trends and by managing processes.
Using ITIL v3 standards, the Servicedesk routes the call to the appropriate location for resolution.
The IT Servicedesk Analyst will provide first line support to staff and volunteers. They require an aptitude for working with applications/ systems to undertake analysis, diagnosis if possible or failing this, escalation of incidents, which may range from straightforward issues to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the HQ site at Moorfields as well as remote users at other offices and home workers.

About the organisation
The British Red Cross helps millions of people in the UK and around the world to prepare for, respond to and recover from emergencies, disasters and conflicts.
Our volunteers and staff help people in crisis to live independently by providing support at home, mobility aids and transport. We also teach first aid skills.
We are part of the global Red Cross and Red Crescent humanitarian network. We refuse to ignore people in crisis

About the team
Our success in making a difference to the communities in which we operate is dependent on the organisation's ability to deliver effective IS/ IT services. With nationwide remit, the IT Department supports staff in locations across the UK, our London based UK Office and, occasionally, our operations overseas, as well as our large pool of volunteers. The IT function enables operational teams to meet their objectives through the effective delivery of IS/ IT Services, as well as driving corporate IT strategy and initiatives.

The IT Department is currently split into two main parts: the Service Delivery/ Technical Services team which maintains operational services and related infrastructure, and the Projects team, which develops new and transformed business services. There is a recognised need to give a more project related structure to infrastructure work carried out by the Service Delivery/ Technical services team.

About the person

  • ITIL V3 Foundation preferable
  • Customer service/ servicedesk training preferable
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/ Office 2010 and Outlook 2013/ Exchange
  • Good working knowledge of Citrix Xendesktop
  • Previous experience working in a customer service/ IT Servicedesk environment is essential

Closing date for applications is 23:59, 31st March 2017.

Please click here to view the full job description and person specification for this position.

We offer a wide range of staff benefits, these include:

  • 36 days holiday (including Bank Holidays)
  • Up to 6% contributory pension
  • Childcare vouchers

Should you have any questions on this role please email us at

The British Red Cross is committed to being an inclusive employer with a diverse workforce. We encourage applications from people from the widest possible diversity of backgrounds, cultures and experiences - including disabled and ethnic minority candidates. This is to contribute to the breadth of experience we need to respond to people in crisis.

As part of its recruitment and selection process the British Red Cross undertakes DBS (Disclosure and Barring Service) checking of all individuals who regularly work with or have access to children and vulnerable adults.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

Follow us on Twitter @RedCrossJobsUK and on Linked in - British Red Cross, to hear about our latest job vacancies.

Refusing to ignore people in crisis

Job reference information
Advertiser British Red Cross
Contact Name British Red Cross
Telephone (Please reference Dice when calling)
Reference REQ0000013KI_1489571696

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