Service Desk Analyst

Service Desk Analyst.

Salary: £29,100 per annum.

Location: Watford with Hybrid working from home.

Contract: Permanent, 35 hours per week.

Benefits:

• 29 days annual leave PLUS bank holidays, with up to 5 additional days for continuous service and option to buy or sell leave.
• Gain professional qualifications and excellent training/development opportunities.
• Flexible maternity, adoption, and paternity packages.
• Pension with up to 7% employer contribution with included life assurance cover.
• Staff discount portal and Blue Light Card eligibility with 15,000 national retailer's discounts.

Why Action for Children?

Working here is more than a job. Everyone in the Action for Children family is passionate about protecting and supporting children. It is the sense of purpose that drives us every single day. Because we know that, when we work together, we can make a huge difference to bring lasting improvements to vulnerable children's lives.

A bit about the role

The successful candidate will work to investigate and resolve incidents and underlying technical problems using technical and customer care skills in accordance with agreed service levels, and to apply administrative arrangements to ensure and maintain the quality and accuracy of the configuration database.

How you'll help to create brighter futures

• By providing a professional technical service through face to face, telephone, ticket based and or email communication to Action for Children staff and partner organisations across all geographies and levels.
• Carrying out the fulfilment of service requests, adhering to Technology policies.
• Taking responsibility for incident management, to resolve technical (including complex) incidents.
• Maintaining the Technology configuration management database through the accurate and timely input and updating of all calls, asset, resolution and configuration information to ensure assets are controlled and maintained.
• Investigating and identifying trends, gathering evidence to support further investigation.
• Processing orders efficiently and expeditiously, ensuring payments match goods and services supplied, and deal with any subsequent queries.

Let's talk about you

• IS support qualification (such as MCP or A+) or equivalent experience.
• Experience of working in service support environment.
• Substantial Experience of Support and Development in a Microsoft Environment.
• Experience of using of Service Desk systems.
• Experience of working in a customer facing role assisting and supporting people via email and telephone contact.
• Experience of working to administrative procedures for tasks such as raising orders, invoice processing, asset recording.

Good to know

Closing Date: 22nd August 2025

We are unable to offer sponsorship for this role

For more information about our Service Desk Analyst role, please review our full job description by visiting our careers page.

If, for any reason, you need support with your application, please contact Scott Jones at [email protected] quoting reference 11754 and we'll be happy to give you any support you require.

Diversity, equality, and inclusion

At Action for Children, we're dedicated to building a diverse, inclusive, and authentic workplace. We actively encourage applications from Black, Asian & Minority Ethnic, and disabled candidates as they are under-represented within Action for Children. We want to take deliberate and purposeful action to ensure equal opportunity to all groups in society and for Action for Children.

Useful Documents:

• Action for Children employee benefits
• AfC Commitment Statement