Hybrid Senior Service Desk Analyst - Public Sector

Experis (Austria); Telford; Hybrid; GBP 73,000 - 96,000; Full time

Job summary

Capgemini is seeking a Senior Service Desk Analyst in Telford, with a 6-month contract and a daily rate of £460. The role involves monitoring inbound calls, supporting resolution, and coaching analysts. The assignment requires BPSS clearance and offers a hybrid work pattern with 2 days in the office.

Responsibilities include owning the service desk script, developing analysts, and ensuring availability. The Civil Service grade alignment is EO/HEO levels, and the posting is for a UK public sector

Qualifications

• Asset and configuration management awareness with ability to track information to protect assets and components.
• Continual service improvement: identify opportunities and support implemented solutions.
• Customer service management: resolve user requests and handle complex complaints with empathy.
• IT service reporting: produce reports and discuss changes in reporting processes.
• Ownership and initiative: own issues until resolution.
• Problem management: investigate problems and contribute to remedies and preventative measures.
• Service focus: establish coherent frameworks based on inputs.
• Service management framework knowledge: awareness of Level 3 framework.
• Technical understanding: high level understanding of the domain.
• User focus: engage with users to turn needs into outcomes.

Responsibilities

• Monitor inbound calls, support service resolution and handle difficult calls.
• Own and update the script for service desk analysts.
• Coach and develop one or more service desk analysts and manage availability.

Skills

Asset and configuration management

Continual service improvement

Customer service management

IT service reporting

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Job description

Capgemini is seeking a Senior Service Desk Analyst in Telford, with a 6-month contract and a daily rate of £460. The role involves monitoring inbound calls, supporting resolution, and coaching analysts. The assignment requires BPSS clearance and offers a hybrid work pattern with 2 days in the office.

Responsibilities include owning the service desk script, developing analysts, and ensuring availability. The Civil Service grade alignment is EO/HEO levels, and the posting is for a UK public sector