Job Introduction

Everyone’s Turning Point is unique. It’s the moment when they realise they’ve made a small, but important, step forward. Very often, that small step is the start of something bigger. But only when the right support, advice and services are in place. That’s where you come in.

The Turning Point End User Services Team has an exciting opportunity for an experienced ITIL certified End User Service Analyst to join them. The End User Services Team is responsible for the day to day running of the IMT Service Desk which supports over 4000 employees around the UK and. As a leading social enterprise and backed by Turning Point’s experience over 55 years we are driven by the need to see the potential of people and empower them to make the changes needed to live life well.

Role Responsibility

On a day-to-day basis you will support Turning Point staff and help to triage, escalate and resolve incidents in a first line capacity via telephone, email and web-based support. You will follow IMT procedures to ensure that all incidents are resolved within SLA and with maximum customer satisfaction.

Your main duties will include:

• supporting critical project work to enable both technical and strategic organisational projects
• applying first time fixes to end users
• supporting the 2^nd Line Support Team and 3^rd Line IT Engineering Team through triage, resolution and escalation of problem management tickets
• working closely with the 2nd Line IT Support Team to identify opportunities for process efficiencies
• logging support tickets within the ITSM ensuring concise and quality data capture
• taking 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 must be able to work independently, using initiative to solve problems quickly and accurately as well as have a proactive attitude to work.

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

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

Across the varied regions, sectors and settings we operate within, our organisation is held together by a shared vision – and our people are connected by the same values. These include belief in potential, confidence in communication, embracing positive change and always treating each other as individuals.

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.

Our people bring our vision to life. So, if you are enthusiastic, motivated and committed to support others to fulfilling their potential, here at Turning Point, we don't just offer you a job – we offer you a career.

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 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 are able to appoint to the vacancy before the advertised closing date.

Turning Point