Your typical day could start with working alongside the IT Field Engineering team and wider support teams such as the IT Service Desk, 2nd Line and Infrastructure teams to respond to Incidents and Service Request’s. Then you might need to tap into your ability to present complex technical information in a simple non-technical way to ensure the audience you’re interacting with understands.
As an End User Computing Analyst you’ll be hands on with the ability to problem solve and work collaboratively with other teams to resolve any technical issues. With a particular focus on maintaining a first class level of customer service ensuring all customers are responded to, treated in an appropriate manner ensuring their expectations are met, you’ll actively administer the Service Desk system, ensuring all tickets are entered into the system and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status.
You’re a people person who likes to get things done. You’ll enjoy working collaboratively with other teams and you’re first rate at building meaningful relationships across the business to enable you to find creative solutions to issues. You’ll need to be in the Pitsea office for 4 days per week and 1 day per week in our Westminster Bridge Road office.
Your role covers all aspects of End User Computing– everything from ensuring all incidents and Service Requests assigned to the team meet their SLA, Requests are escalated to the relevant teams and managed end to end. If you’re creative in your problem-solving, energised by supporting your customers and, like us, committed to helping people flourish, we want to hear from you.
To be successful in this role, you’re:
1. Experienced in working within a Service Delivery team, providing 2nd line support.
2. Experience at managing incident & request in an ITSM tool.
3. Able to work within an ITIL environment, with an ITIL v3 qualification preferred.
4. You’re able to break information down into easily understandable parts.
Here are just a few of the benefits of working at Peabody:
5. 30 days’ annual holiday, plus bank holidays
6. two additional paid volunteering days each year
7. flexible benefits scheme, including family friendly benefits and access to a discount portal
8. 4 x salary life assurance
9. up to 10% pension contribution