Service Desk Analyst

Serco Limited; England; On-site; GBP 23,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst to join their dynamic team at the Defence Academy. This role involves being the first point of contact for various service requests, ensuring efficient logging and resolution of incidents. The successful candidate will enjoy a supportive environment with opportunities for professional growth and development. With a focus on teamwork and effective communication, this position offers a chance to make a meaningful impact while working in a scenic and secure location. Join us for a fulfilling career where your contributions truly matter.

Benefits

Free onsite parking

Access to sports and activity clubs

Gym memberships

Pension scheme

25 days' annual leave plus bank holidays

Extensive training and development programs

Wellbeing support

Retail discounts

Employee networks

Volunteering opportunities

Qualifications

• Strong communication skills across all levels.
• Proficient in Microsoft Office applications.

Responsibilities

• Handle all service requests via calls, emails, and personal visits.
• Perform initial diagnosis and provide first-line resolution.

Skills

Effective communication skills

Proficient in MS Office

Ability to work independently

Team collaboration skills

Education

Maths and English GCSE grade A-C/9-4 or equivalent

Tools

Helpdesk tool

Job description

Title: Service Desk Analyst

Location: Defence Academy of the UK, Shrivenham SN6 8LA

Working Week: Mon-Fri, 37 hours a week

Salary: £22,500 per annum plus benefits

Apprenticeship Qualification: Business Administrator

Expected Apprenticeship Duration: 18 months

Start date: 2nd June 2025

Role Overview

The Service Desk is the single point of contact for all services at the Defence Academy of the United Kingdom, including ICT, Facilities, and Logistics requests. This multi-functioning Service Desk handles various requests with the goal of resolving issues on a first-time resolution basis. The Service Desk Analyst is responsible for logging, progressing, and resolving these requests promptly according to our SLAs. The Service Desk operates from 08:00 to 16:00, Monday to Friday.

Key Responsibilities

1. Handle all telephone calls, emails, self-service requests, and personal visits to the Serco Service Desk.
2. Ensure all incidents and service requests are correctly recorded and managed via the helpdesk tool.
3. Perform initial diagnosis, categorisation, and prioritisation of incidents and requests; provide first-line resolution where applicable.
4. Escalate unresolved incidents to second-line support teams.
5. Create user accounts in the People Directory and Active Directory following established procedures.

Candidate Requirements

• Maths and English GCSE grade A-C/9-4 or equivalent
• Proficient in MS Office, including Outlook and Teams
• Effective communication skills across all levels and methods
• Ability to work independently and as part of a team

Why Join Us?

• Opportunities for professional growth and development
• Supportive and collaborative team environment
• Chance to make a meaningful impact within our organisation

What We Offer

The Defence Academy is located within a scenic, secure site featuring lakes and woodland. It trains future commanders and staff officers of the UK Armed Services and international partners. Benefits include:

• Free onsite parking
• Access to sports and activity clubs (subsidised)
• Gym memberships and fully equipped gyms
• Golf course (approx. £375/year)
• Riding stables with lessons
• Tennis courts, football pitches, and more
• Pension scheme (up to 6% contribution)
• 25 days' annual leave plus bank holidays
• Extensive training and development programs
• Wellbeing support including Employee Assistance Program and health services
• Retail discounts and share schemes
• Employee networks and volunteering opportunities

All employees require security clearance at SC level, which we support through the process. Residency requirements apply.

Closing date for applications: 11th April 2025