IT Functional Support Analyst

Do you have a background within a Service Desk environment and are you looking for your next challenge? Now is a great time to join the SSCL family as we have once again been recognised as one of the Top 25 UK's Great Places to Work!

We are looking for two experienced 1st or 2nd Level Service Desk Analyst or Application Support Analysts to resolve user queries and support both clients and internal staff. The key functions of this role will involve incident management, rather than applying fixes and directing those queries to the correct supplier for resolution. All whilst delivering a first-class customer service, by providing advice and guidance.

This hybrid role will be based from home three days a week, with the team working out of our modern Newport offices every Tuesday and Wednesday. Therefore, all applicants will need to be based within a commutable distance from site.

What you'll be doing:

• Investigating incidents and arranging for the relevant suppliers to provide fix
• Maintaining user access and system configuration
• Complete reports regards starters, movers and leavers and granting appropriate levels of access
• Managing incidents via Service now
• Delivering outstanding service levels to customers that creates trust and confidence
• Effectively handling complaints with patience and providing reassurance

What you will bring:

• Previous experience within a Service Desk or Application Support environment
• Self-motivation to deliver a high-quality customer service in a professional manner
• An adaptable communication style to build strong relationships with colleagues and clients
• An ability to work to set policies and procedures, whilst delivering a timely service
• Effective problem solving skills
• Efficient organisational skills

It would be great if you had:

• Information Technology based degree
• ITIL

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Benefits: 25 days annual leave with the choice to buy additional days, life assurance, 6% pension, and 3% flex cash fund

Although this role is advertised as full-time, we support many ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

SSCL is a leader in critical business support services for the largest Government departments, Defence, Police and CITB across the UK. We provide digital solutions and Innovation and Advisory services to improve end to end employee services including HR & Payroll, Finance, Procurement, Pensions Administration and Resourcing Services - enhancing the customer experience, enabling smarter public services.

We employ more than 3,000 people who, with their in-depth client knowledge and our collaborative approach, sit at the heart of our business strategy. SSCL operates at size and scale across the UK Public Sector and has already delivered savings of just under £300m - providing more funds for front line public services.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.