Job Introduction

Turning Point has an exciting opportunity for an experienced End User Services Analyst to join our IT End User Services Team. The team delivers top quality technical support to over 4000 staff members in over 300 locations around the UK. You will offer 1^st line support to our end user base and work closely with 2^nd line Support Engineers, Infrastructure Specialists and Technical Project Teams to support mission critical IT solutions across a range of technical disciplines.

As a leading social enterprise and backed by Turning Point’s experience over 55 years, we are driven to provide the highest quality of care and support to some of the most vulnerable people in our society and our digital platforms are key to see the potential of people and empower them to make the changes needed to live life well.

Role Responsibility

• Be responsible for providing first-class, dedicated 1st line support to our user base via Telephone, Email, Chat and in person in a professional and polite manner and have great communication skills
• Support critical project work to enable both technical and strategic organisational projects
• Apply first time fixes to end users
• Support the 2^nd Line Support Team and 3^rd Line IT Engineering Team through triage, resolution and escalation of Problem Management tickets
• Work closely with the 2nd Line IT Support Team to identify opportunities for process efficiencies
• Be able to work independently, using initiative to solve problems quickly and accurately as well as having a proactive attitude to work
• Log support tickets within the ITSM ensuring concise and quality data capture, take ownership of incidents/requests and manage until resolution

The Ideal Candidate

You will need outstanding telephone and written communication skills, as well as the ability to work to deadlines and well-defined targets. You will also possess the below key requirements and skills:

• Minimum of 2 years 1^st line support experience in a high-volume service desk environment
• ITSM (SysAid preferably)
• Windows 7/10 administration
• Basic networking knowledge and troubleshooting skills
• Active Directory administration
• Microsoft 365 Stack

The role will be homed-based with occasional travel to our head offices in Manchester and London, as well as UK travel in support of new service implementations as well as part of BAU ticket resolution. You will need a quiet and confidential place to work when at home with a good broadband connection. A full UK driving licence and access to a personal vehicle would also be beneficial but not essential.

About us

Why Turning Point?

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

What Benefits Will I Receive?

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career – we want to support you in every way we can with our total reward package that includes:

• Comprehensive learning and development opportunities so we can invest in your future – we’re proud to have a silver accreditation from Investors in People. Choose from our range of courses to gain recognised qualifications
• 28 days’ paid holiday a year, increasing with each year of service up to 30 days. Plus the option to buy or sell additional holidays and spread the cost
• An exclusive discounts hub for TP colleagues, to help make your money go further – including high street shopping, pubs and restaurants, mobile phones, gym memberships, and much more. You’ll also have access to the Blue Light Card, for even more discounts and savings!
• Flexible working solutions to support your work-life balance
• Life Assurance of up to 3x annual salary and a competitive Pension Scheme to support your savings and security
• Access to our Rightsteps Therapy service – free, confidential telephone based counselling sessions, access to an online wellbeing platform, and a Financial Education hub to support your total wellbeing
• A 24/7 Employee Assistance Programme including a Digital GP, legal advice and more – all free to you and your immediate family
• Recognition awards to recognise colleagues’ inspirational work and dedication, as well as Long Service bonuses to celebrate your commitment to us
• Flexible benefit options including a Cycle to Work scheme and interest-free Season Ticket Loans
• A £300 bonus if you successfully refer a friend as a new colleague through our Refer a Friend scheme, as a thanks from us!

We reserve the right to close this advert early if we receive sufficient applicants before the advertised closed date.

Turning Point