Senior Service Desk Analyst c. £50,000 per annum Bedford Based Hybrid Working Permanent As a Senior Service Desk Analyst you will support the IT Service Manager to keep these service and solutions operating to or above their availability and functionality targets. In this role, you will possess exceptional problem-solving skills to diagnose, evaluate, and resolve complex issues. When necessary, you will escalate or route problems to appropriate IT resolver groups. You will conduct basic administrative tasks, root cause analysis, develop checklists for common problems, recommend improvements in procedures and controls to prevent issues. You will need to be able to work independently and share information while assisting others with service requests. Here is an insight to Money and Pension Service: At the heart of the Money and Pensions Service are our values - caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves to our values. We help people - particularly those most in need - to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. In this role you will be responsible for the following; Assess the service needs of internal and external customer and connect them with the correct provider/resolver Create and maintain a database of clients and client needs Assess customer issues and provide recommendations to fix problems Build/Maintain good relationships with service providers Major Incident Management/Incident Management Incident Trending and Analysis Problem Ownership and Resolution Knowledge Base Management (Including Document Creation) On-Call availability for Major incidents A Variety of Administration tasks to assist with smooth running of day to day IT operations You will need to demonstrate the following skills and experience; 1-3 years of IT service delivery experience (ideally including Incident and or Problem management) Previous experience operating in an IT Service desk Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel Experience using a variety of ITSM toolsets Excellent customer service and problem-solving skills High quality organizational skills The ability to work well under deadlines and to multitask The ability to build relationships and coalitions within the Teams Excellent verbal and written communication skills Excellent critical thinking skills ITIL Certification (desirable) Previous Project delivery experience JIRA ITSM tool usage Dynamics 365 Experience (desirable) AGILE Certification (desirable) About MaPS At MaPS, we help people - particularly those most in need - to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: - Caring - We care about our colleagues and people whose lives we are here to transform. Connecting - We will transform lives through our ability to make positive connections. Transforming - We are committed to transforming lives and make a positive societal impact. Our inclusive working environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ, neurodiversity, women’s health, men's health, ethnicity, and diversity. What Money and Pensions Service can offer you? Generous Annual Leave - 30 days plus Bank Holidays Pension scheme - contributions matched 2 to 1 (up to 10% of your salary) Interest-free loan to help you buy season tickets for buses and trains Cycle to work Scheme Subsidised eye test & flu jabs Life assurance scheme Give as you earn scheme Employee assistance programme (EAP) PAM Assist and PAM Life scheme (Wellbeing) Enhanced family and sick pay Paid volunteering (2 days a year) Recognition Scheme Discounts portal to numerous retailers At MaPS, we take pride in our flexible approach to work. Most of our roles can operate on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, noncontractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs. Job Reference: MaPS00738 Close Date: 27/01/2025