Service and Support Analyst

**Job reference number**:SB1031

**Contract**: Permanent, full time, 35 hours per week (Shifts between 8am and 6pm)

**Location**: The role is hybrid working with an average split of 3 days in Kings Hill and 2 days from home. There are occasional support requirements in our London office (EC2).

**Salary**: £30,000 to £32,000 per annum

We are seeking a dynamic Service and Support Analyst to join our team, where you'll be at the forefront of delivering technical assistance to our 600+ internal customers. As a blend of first and second-line support, you'll have the opportunity to showcase your expertise in troubleshooting, problem-solving, and providing excellent customer service. If you're passionate about delivering exceptional IT solutions and thrive in an industrious and rewarding environment, this role is tailored for you. Join us in helping shape the future of IT Service Delivery at CAF.

We’re looking for a talented Service and Support Analyst to join our IT Service Desk team at Charities Aid Foundation (CAF).

**What you’ll do**

At CAF, every one of us contributes to our impact, and as our Service and Support Analyst, you will play an integral part in what we do.

As our Service and Support Analyst you will:

- Log and perform analysis including accurate prioritisation of all Incidents and Service Requests
- Provide 2nd line support via telephone, ITSM tools and deskside for all issues escalated from 1st line and working with 3rd line teams where necessary to facilitate resolution
- Hardware/Software support, including Maintenance and configuration of the CAF’s Microsoft desktop MMD, Apple mobile estate and video conferencing solution
- User Administration activities across ITcontrolled systems, including unlock/resets and starters/leavers
- Manage 3rd party supplier relationships when required during dayto-day support activities
- Support the Service Desk Manager towards continued improvement of team processes and customer experience

**Who you’ll be**

This role is for you if you have experience of working in Service Desk & Desktop Support roles** **or have relevant transferable skills and are keen to make a difference in society. We are looking for:

- Minimum 2 years experience in previous Service Desk and Desktop roles, which includes knowledge of Incident & Service Request disciplines (ITIL Foundation desirable)
- Strong analytical & problemsolving skills with great attention to detail
- Excellent telephone manner, face to face & written communications
- Knowledge & experience of PC hardware/software setup and configuration, including Windows 10/11, mobile device management (MS InTune & Defender desirable), Active Directory, Office & ITSM logging tools
- Confidence to deal professionally with staff at all levels in the organisation
- Highly motivated, pragmatic and energetic team player, positive, determined and driven with a cando attitude and excellent customer service skills

**What’s in it for you**

At CAF you will receive:

- Permanent hybrid ways of working where roles allow
- Six weeks holiday plus bank holidays
- A wide range of development opportunities to support personal and professional growth
- Pension scheme with betterthan-market employer contribution options
- Social impact benefit schemes

For all our employer benefits and to gain an insight into our culture and values, please visit cafonline.org/careers.

**Who we are**

At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.

We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.

Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

**Diversity and inclusion**

We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.

We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

**How to apply**

Job Reference: SB1031