Service Analyst

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

Job summary

Capgemini is seeking a Senior Service Desk Analyst in Telford for a 6-month contract. The role involves monitoring inbound calls, supporting analysts, and guiding escalation paths. The successful candidate will own issues, coach junior staff, and ensure service desk readiness with strong customer focus.

The position requires BPSS clearance and a PAYE-only arrangement, with a hybrid work pattern of two days in the office weekly.

Qualifications

• Experience in service desk operations and incident resolution.
• Understanding of service management frameworks (Level 3).
• Ability to own issues and drive resolution.

Responsibilities

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts and manage attendance/availability.
• Own an issue until resolution or mitigation.
• Investigate problems in systems/processes and contribute to remedies.

Skills

Service desk experience

Coaching / mentoring

Stakeholder communication

Job description

Location: Telford Job Type: Contract Industry: Digital Workspace Job reference: BBBH450136_1792761084

Description:

Job Title: Service Analyst

Rate: £460

Clearance Required: BPSS

Duration: 6 months

Location: Telford with 2 days/week in office

IR35 Status: Capgemini Mandated PAYE only

Job Description:

Description and Location

Digital is focused on helping the client engage with citizens. Join a team that imagines a future where every person in the UK can effortlessly access world-class public services: digital by design, human at heart.?

Our mission is to harness the power of technology to meet real human needs, removing barriers and creating meaningful, life-enhancing experiences for all. By placing people at the centre of everything we do, we will reimagine public service as a force for dignity, opportunity, and trust in a digital age.?

Digital Platforms Run and Change is focused on running and evolving a diverse range of platforms - some which host and enable the client customer facing services, and others that also create and manage their own end user digital customer journeys?.

Senior service desk analyst

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls. At this role level, you will:

• own and update the script for service desk analysts
• coach and develop one or more service desk analysts, and manage availability

This role level is most often performed at the Civil Service job grade of:

• EO (Executive Officer)
• HEO (Higher Executive Officer)

Skill Description

Asset and configuration management

Level: Awareness

You can:

• track, log and correct information to protect assets and components
• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• resolve user requests, maintaining a high level of customer service
• deal with complex complaints
• use empathy to understand and meet customer needs
• produce relevant reports in an appropriate format and agreed timeframe
• work with stakeholders to discuss any changes in the reporting processes
• interpret a data set and communicate this to others

Ownership and initiative

Level: Working

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved
• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• contribute to the implementation of remedies and preventative measures
• take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: Awareness

You can:

• show you have a Level 3 service management framework qualification

Technical understanding

Level: Awareness

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

User focus

Level: Working

You can:

• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes