Service Desk Analyst

Babcock International; Bristol; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading defense and engineering company seeks a Service Desk Analyst to provide excellent first-line support in Stoke Gifford, Bristol. Candidates should have customer service experience and a strong interest in IT. This role offers hybrid working arrangements and excellent development opportunities within a supportive environment.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP and health consultations

Employee share scheme

Professional fees payment

Holiday Trading benefit

Be Kind Day for volunteering

Employee assistance programme

Qualifications

• Experience with customer service face-to-face or over the phone.
• Previous experience as a service desk analyst or call center representative.
• Ability to use a ticketing system to log customer information.
• Familiarity with systems like Active Directory and Microsoft applications.
• Strong passion for IT is desirable.

Responsibilities

• Provide first-line support for software, hardware, and network issues.
• Capture all interactions in the ticketing system.
• Deliver excellent customer service across all channels.
• Escalate issues to ensure a prompt restoration of services.
• Conduct infrastructure checks and monitoring activities.

Skills

Customer service experience

Service desk experience

Experience with ticketing systems

Experience with Active Directory

Interest in IT

Job description

Job Title: Service Desk Analyst

Location: Stoke Gifford, Bristol + Hybrid Working Arrangements

Compensation: £28,500 + Benefits

Role Type: Full time / Permanent

Role ID: SF 64808

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Analyst at our Stoke Gifford, Bristol site.

The role

As a Service Desk Analyst, you’ll have a role that’s out of the ordinary. Within this role you\'ll be supporting and providing an excellent 1st line support service for all software, hardware, and network issues to our customers, while at the same time developing a future career with Babcock International.

Day-to-day, you’ll be responsible for answering calls, chats and service requests received to the Service Desk to the required standards.

• Capturing all interactions into our ticketing system
• Providing excellent customer service via all reporting/contact channels
• Escalate when appropriate to ensure a prompt restoration of service
• Additional administration duties to support our 2nd line/3rd line teams
• To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior

This role is full time, 37.5 hours per week and provides hybrid working arrangements with 3 days in the office based at Stoke Gifford, Bristol and 2 days working from home.

Essential experience of the Service Desk Analyst

• Customer service experience (face to face/over the phone)
• Previous service desk experience at an entry level or call centre experience
• Experience using any form of ticketing system that captures customer information
• Experience with systems such as Active Directory and Microsoft Applications
• An interest or strong passion for IT

Qualifications for the Service Desk Analyst

• We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you.

Security Clearance

The successful candidate must be a sole UK National and able to achieve and maintain Developed Vetting (DV) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at GOV.UK.

What we offer

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually
• Be Kind Day enables employees to take one working day\'s paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock International

For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [e-mail] with the subject header “Reasonable adjustments requirement”. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.