Full details of the job.
Vacancy Name
Service Desk Analyst - FTC for 6 months
Employment Type
Full-Time
Location
Milton Keynes
Job Role
At MIB, our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads.
Every twenty minutes, someone in the UK is the victim of an uninsured or hit-and-run driver. In partnership with the police, insurers, and the government, we work tirelessly to make it a thing of the past. Until then, we’re here to compensate victims quickly, fairly, and compassionately.
Last year, we helped more than 42,000 victims and paid over £400 million in compensation.
As a Service Desk Analyst, you will provide customers with first and second-line technical support via ServiceNow incidents and service requests, using incident management and request fulfillment processes aligned with ITIL standards. You will also enhance the service desk capabilities by providing technical guidance and engaging with internal and external support teams.
Responsibilities
1. Receive, prioritize, and triage tickets via ServiceNow ITSM, manage email queries, and walk-ins.
2. Ensure tickets are managed within KPIs and SLAs.
3. Perform 2nd line diagnostics and apply fixes remotely or onsite.
4. Promote ITIL processes including Major incident, Incident, Request, Problem, and Change.
5. Escalate tickets as necessary to internal teams or third-party support.
6. Review tickets for sufficient information and ensure proper documentation.
7. Investigate user escalations and provide resolutions.
8. Own complex issues and collaborate with resolver groups for resolution.
9. Manage system access in line with security policies and report breaches.
10. Provide hardware and software enhancements and corrections.
11. Maintain support documentation and knowledge base.
12. Configure and deploy Windows 11 laptops using Autopilot.
13. Identify opportunities for process improvements.
14. Support and learn MIB’s bespoke applications.
Qualifications and Skills
* Experience in Service Desk or 2nd Line Support is essential.
* Knowledge of Azure/Entra, Windows Active Directory, and Intune in hybrid cloud environments.
* Experience with Microsoft solutions like Teams, SharePoint, OneDrive, Outlook, MS Office.
* MS Exchange administration experience.
* Experience managing iOS and Android mobile devices.
* Ability to handle Pega application incidents as per SLAs.
* Strong communication skills, both written and verbal.
* Confident telephone and deskside manner.
* Logical problem-solving skills.
* Attention to detail and ability to work under pressure.
* Ability to work independently and as part of a team.
* Willingness to learn and support multiple technologies.
* Ability to meet KPIs and targets.
Salary and Benefits
£35,000 per annum, FTC for 6 months, Grade 9, 35 hours/week (Mon-Fri), IT kit provided, £320 start-up allowance, hybrid working (2 days in-office in Milton Keynes, MK14).
Additional benefits include contributory pension, life assurance, incentive schemes, holidays, holiday purchase scheme, sports and social club, 24/7 Employee Assistance Programme, mental and physical health tools, enhanced leave, volunteer days, and charity schemes.
Our Culture
We promote a workplace where everyone can be themselves. We value diversity and believe different ideas, personalities, and experiences drive innovation. We welcome applications from all backgrounds and identities.
If you’re ambitious, love challenges, and want to make a difference, we want to hear from you.
For more information, see our role pack: HERE
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