Defence Academy Service Desk Analyst

Serco Limited; Swindon; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Pension scheme (up to 6%)

Extensive internal training & courses

Employee Assistance Programme

Job summary

Serco Limited is seeking a Service Desk Analyst to be the first point of contact for colleagues and customers, supporting ICT, facilities and logistics services. You will resolve issues, deliver solutions, and ensure access to services to help people succeed.

The role offers growth opportunities, ongoing skills development, and exposure to continuous improvement initiatives within the Defence Academy team. You’ll work in a dynamic, customer-facing environment and contribute to reliable service

Qualifications

• Strong customer service skills and professional telephone manner.
• Clear written and verbal communication.
• Methodical problem solving in a fast-paced environment.

Responsibilities

• Handle calls, emails, self-service requests and face-to-face enquiries.
• Log, manage, prioritise and track incidents and service requests.
• Perform first-line diagnosis and escalate as needed.
• Create and maintain user accounts in Active Directory.

Skills

Customer service

Communication

Problem solving

Windows OS

Tools

Active Directory

Helpdesk software

Job description

Serco Limited is seeking a Service Desk Analyst to be the first point of contact for colleagues and customers, supporting ICT, facilities and logistics services. You will resolve issues, deliver solutions, and ensure access to services to help people succeed.

The role offers growth opportunities, ongoing skills development, and exposure to continuous improvement initiatives within the Defence Academy team. You’ll work in a dynamic, customer-facing environment and contribute to reliable service