Service Desk Analyst

Have you ever thought about starting a career in IT?

If you have the expertise in delivering outstanding customer service, we can provide you with the right tools to become a successful member of our brand Service Desk Team!

We are initially recruiting two new Service Desk Analysts to provide 1st Level support to Sopra Steria’s public sector client. The type of queries you will be taking care of could be anything from resetting passwords, processing access requests as well as more technical issues too.

We are looking for someone to resolve each query using outstanding customer service skills, action whatever they have been trained to do and highlight the more complicated issues to the appropriate colleagues.

We also would like someone who can take ownership of the more complex queries that have previously been escalated and had a resolution defined, to avoid the same issue being raised on multiple occasions.

This team is brand new and those brought on board in the initial stages will have an advantage to exploit this exciting opportunity by showing the right potential, learning the processes, and helping to shape the new team and will be well placed to grow their career as the team grows.

Due to the nature of the role, our client requires all applicants to be eligible for SC clearance to be considered, and successful applicants must be eligible and willing to be put forward for DV clearance.

In order to support a 24/7 365 operation, the team will work around a shift pattern, consisting of a mix of days and nights and be based on site at our location in Farnborough.

What you'll be doing:

• Successfully handling IT related queries to support the service delivery, within contractually agreed time frames.
• Delivering exceptional customer service to a variety of customers across the business.
• Taking ownership of each query and fulfilling the necessary actions, potentially liaising with colleagues, to get to the right resolution.
• Raising any complex issue through the right channels and following up to make sure the incident has been resolved in a timely manner.
• Taking responsibility for our work and supporting senior members of staff to help shape the service and build the reputation of the team from the beginning.

What you’ll bring:

• Experience in delivering outstanding customer service across different platforms, preferably in a telephony-based role.
• A natural curiosity to investigate and solve issues as quickly and accurately as possible.
• Confident communication skills with the ability to adapt them appropriately with colleagues and customers at all levels.

It would be great if you had:

• Experience within a Service Desk environment.
• ITIL or other relevant IT qualifications.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent
Location: Farnborough
Security Clearance Level: SC clearance and potentially DV clearance
Internal Recruiter: Mark
Salary: £25000 - £30000
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund.