Lead IT Service Desk Analyst

About the Role

As Lead IT Service Desk Analyst at St John Ambulance, you will provide 2nd line support for the systems used by the SJA community. You will be supporting the Service Desk team and providing higher levels of support to users of SJA.

A key responsibility in this role is to ensure that the Service Desk is sufficiently resourced to answer all phone calls and emails to the IT Service Desk within the agreed SLAs. You will monitor all logged Incidents and Requests and ensure that they are diagnosed and escalated to appropriate and consistent quality standards.

Please see the job description for more detail (this can be viewed on our website or once you click apply)

About You

This role will require you to deliver a high level of support to internal customers, so you must be passionate about customer service as well as being a strong communicator and able to articulate technical issues in simple language. You should have a working knowledge of the ITIL processes and working on a service desk in a senior technical role.

About Us

St John Ambulance works at the heart of communities, providing first aid, keeping people safe at events and working alongside the NHS in response to 999 calls.

Every year, hundreds of thousands of people learn how to save a life through our training, education and youth programmes.

Over the next decade, we have bold ambitions to help transform out-of-hospital care, having a positive impact on the people we treat and the communities we serve.

We are a team of 1,600 employees and 18,000 volunteers, united by our goal of saving lives through first aid.

You will receive:

  • Competitive salary & pension scheme
  • Cycle to work scheme
  • Health and Wellbeing portal - access to financial, health and wellbeing support and an Employee Assistance Programme
  • Discounts – you’ll have access to Blue Light and NHS Discounts as well as discounts on mobile phones, gym memberships, cinema tickets, restaurants, holidays and shopping.

Interview Date: 18/11/2019

Application Review Date: 11/11/2019

We may review applications before the Application Review Date, however, if you apply after the Application Review Date, your application may not be considered. We will accept applications until we have successfully filled the role.

If you are a current St John Ambulance employee, please apply here: Click here

For all other candidates, or SJA volunteers wishing to apply, please click here


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Job Information

Job Role
IT Services


Salary Description
£30,300 - £33,533

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