Job Description

Job Advert

The role…

We are looking for an IT Service Desk Analyst to join the growing internal IT Service Desk team.

As an IT Service Desk Analyst you’ll mainly provide 1st line support, dealing directly with internal customers from across Radius who have IT issues and requests.

This is an office based role, where you’ll work alongside the rest of the team in Crewe, Cheshire. It’s a working space that we’re proud of, complete with onsite gym, games room, café, and break-out areas. Working hours are 37.5 per week, with a rota system in place to cover the hours between 07:30-17:30 Monday to Friday.

The Service Desk forms part of our dedicated internal IT Operations department, whose responsibility is the management and maintenance of the group’s IT infrastructure and systems. We have approx. 2800 employees spread across multiple offices, so the Service Desk plays an important role in the day-to-day running of our business.

We’re mainly a Microsoft environment, so a lot of the queries that you’ll deal with will be related to technologies like Windows, Office 365, and Active Directory.

Our IT support teams work to ITIL principles so, if you don’t have it already, we’ll provide the funding and support for you to get your ITIL qualification!

What would your day to day look like?

  • Responding to and logging people’s requests and faults submitted by telephone, email and the IT Service Desk self-service logging tool.
  • Prioritising support calls and allocating them to the relevant technical support team/s.
  • Diagnosing and resolving hardware and software faults.
  • Management and ownership of requests and faults reported to the IT Service Desk.
  • Ensuring that all support faults and requests received into the IT Service Desk are answered and responded to within agreed timelines.
  • Resolving 1st line support calls to agreed service levels.
  • Keeping internal customers informed of any IT related issues that might impact their teams.
  • Ensuring accurate and timely feedback on submitted support requests.

What do we expect of you?

We are looking for people who are eager to learn and passionate about IT support, with the desire to succeed in a rapidly changing environment.

You will already have some experience working in an IT Helpdesk / Service Desk environment, ideally including:

  • An understanding of ITIL best practices
  • Excellent written and verbal communication skills.
  • Familiarity with Service Desk ticketing systems such as Jira.
  • Experience of the following technologies:
    • Windows 11
    • Microsoft Office
    • Office 365
    • Active Directory

What can you expect of us?

Your impact on Radius will be rewarded with the opportunity to develop and progress your career in many directions. There are a wide variety of internal career progression routes for people who do well in our Service Desk environment.

You’ll also have access to our competitive reward and benefits package, which includes:

  • Pension
  • Life assurance
  • Employee fuel card scheme
  • Electric Vehicle scheme
  • Employee assistance programme
  • Wellness and healthcare assistance via ‘Help@Hand’ by Unum
  • ‘Cycle to work’ scheme
  • Free breakfast daily in the office

And of course, you will be part of a modern purpose-built space in Crewe that will provide you with an outstanding working environment.

Still curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact Tom Brookshaw in our Talent Team via [email protected]

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

Note To Recruitment Agencies

We do not accept speculative agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Radius talent team.

Department

Technology & IT

Contract type

Permanent

Hours

37.5

Salary

Competitive