About us
We currently have around 490 employees based at our two sites in London (Millbank) and Manchester.
Complaints about government departments and other public organisations are referred to us through MPs, while those about the NHS in England are usually received directly from complainants
In 2017-18, we completed 2676 investigations and 146 resolutions about 3192 organisations. We upheld 38% of the complaints we investigated. This means that we found the organisation complained about had made mistakes or provided a poor service, and that this had a negative effect on the person complaining that had not been put right.
When an investigation leads to an upheld complaint, we seek appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring and, where appropriate, a payment.
About the role
We are looking for an enthusiastic ICT Service Desk Second Line Analyst with experience of end user support to join our ICT team. You’ll have the opportunity to work with a wide array of stakeholders, and be tasked with a mix of business-as-usual and project-based duties.
Reporting to the ICT Service Desk Team Leader, you will be responsible for managing complex issues and service requests following triage activities carried out by first line service desk staff, end-user device management as well as systems and event monitoring tasks.
You will deal with enquiries raised over the telephone, self-service or face to face ensuring all incidents and service requestes are captured and progressed and resolved to the highest quality.
You will have:
- A passion for customer service with fantastic communication skills.
- A friendly and enthusiastic manner and a commitment to quality service.
- Experience of working in an ITIL aligned support environment.
- A good knowledge of technology, particularly Windows10, laptops, tablets and mobile devices and take a methodical approach to planning and fixing complex issues.
- Previous experience of working in a customer-focused service provider environment.
- Good planning and organisational skills.
- The ability to meet targets and deadlines.
- Experience of working with third party suppliers.
How to apply
Please Submit your CV and Supporting Statement by 10 AM Friday 3rd December.