Service Desk Analyst

About You
Do you enjoy helping people get the best out of technology?
Do you thrive in a fast-paced, customer-focused environment where every interaction counts?
At the Mining Remediation Authority, we’re looking for someone who wants to:
Champion Great Customer Experience:
Be the friendly, knowledgeable first point of contact for all things Digital, helping colleagues stay productive and confident in their technology.
Make a Real Difference:
Whether it’s solving issues, enabling new starters to shine from day one, or keeping essential systems running smoothly, your work will have a direct impact on how our organisation delivers for the public.
Grow Your Skills & Shape the Future:
We value curiosity, continuous improvement, and people who enjoy learning.

You’ll be part of a supportive team where ideas are welcomed and development is encouraged.
As a Service Desk Analyst, you’ll play a key role in delivering excellent Digital services, supporting colleagues across the organisation, and ensuring our systems and processes run smoothly and efficiently.

About The Role
In this varied and customer-facing role, you’ll:
 

• Act as the first point of contact for Digital support, logging incidents and requests using ITIL best practice and delivering first‑time fixes where possible.
• Manage Authority issued iOS devices, ensuring they are built, compliant, supported and ready for users.
• Provide Digital inductions for new starters and communicate service updates, outages and supplier information.
• Support daily monitoring, major incident management, documentation upkeep, service reporting and general admin.
• Contribute to continuous improvement across processes, customer experience and overall Digital service quality.

• A cutting-edge pension scheme with an impressive employer contribution rate of approximately 28.97%.
• Experience our values-based recognition scheme that celebrates your contributions.
• Flexibility in working patterns, whether it's full-time, part-time, or compressed hours.
• Embrace flexible working arrangements tailored to your needs.
• Enjoy a generous holiday allowance of 27.5 days annually, plus the flexibility to add 6 extra days to that, alongside 8 public holidays.
• Benefit from a comprehensive parental leave policy with 26 weeks of full pay (subject to eligibility).
• Get support to further your professional qualifications and payment for one annual professional subscription.
• Access a free, confidential Employee Assistance Programme to support your well-being.
• Unlock exclusive employee discounts
• Ensure your well-being with an annual health check and receive £15 monthly towards well-being activities.
• Enjoy the convenience of on-site free parking, along with complimentary tea, coffee, and soft drinks at our Mansfield office.