IT Service Desk Analyst - Internal only

Internal vacancy

The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time.  If this position is not filled internally it may be re-advertised openly.  #LI-DNI

About Us

Our purpose is simple, to save lives at sea. Across the UK & Ireland the RNLI is recognised for our lifesaving work from rescue and supervision to education and prevention. An essential part of making this happen is to ensure our IT equipment and systems support all of our activities, and that RNLI IT&S team is able to support all our users, volunteers and supporters.

About the role

We are looking for an experienced IT Service Desk Analyst to work within our End User Computing team. The Service Desk provides first and second line support for services across the Microsoft suite on both Windows 10 and Windows 11.  The Service Desk also support video conferencing equipment hardware issues and mobile telephony.  The team works from 0745 to 1800 hrs, and you will be expected to cover varying shifts within these times. The shifts will include providing IT phone support to volunteer lifeboat crew and staff members

This role will be focusing on providing support for our hardware equipment provision and service requests. This will include hardware configuration for new starters, break/fix replacements, fulfilling service requests for software installs and supplying IT peripherals. 

About you

It is expected that you will have evidence of knowledge and experience of ITIL processes. You will be familiar with delivering to SLAs and manage your workload accordingly. You will be an experienced user of an ITSM (ticketing) tool able manage user incidents and service requests.  It would be advantageous to have experience or knowledge of deployment tools such as Intune and remote support applications.

We have a strong focus on customer service and working together as one team to help and support our crew out on the coast.

As much as we are an IT function requiring technical skill and knowledge, our priority is having people who have a mindset to help each other out, go above and beyond and do the best for our organisation and the volunteers that we serve.

Safeguarding

The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).

Diversity at the RNLI

Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.