Service Desk Analyst

Sopra Steria; Farnborough; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Life assurance

Pension

Job summary

Sopra Steria in Farnborough is recruiting a Service Desk Analyst to provide 1st level IT support for a public sector client. The role involves handling diverse queries, delivering excellent customer service, and taking ownership to drive timely resolutions.

The position requires SC clearance (DV possible on onboarding), shift patterns to cover 24/7 operations, and is based on site in Farnborough. A strong customer service mindset and IT support experience are essential.

Qualifications

• Experience in delivering outstanding customer service across multiple platforms.
• Confident communication skills and ability to adapt to customers and colleagues.
• IT-based qualifications or experience in a technical support environment.

Responsibilities

• Handle IT queries to support service delivery within contractually agreed time frames.
• Deliver exceptional customer service to a variety of customers across the business.
• Take ownership of each query and follow through to resolution.
• Escalate complex issues through the right channels and track resolution.
• Support senior staff to shape the service as the team grows.

Skills

Customer service

Telephony

Communication

Education

ITIL Certification

Job description

Are you looking to develop your IT career? Maybe it's your first step, maybe your looking for the next step?

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

We are building a new team of Service Desk Analysts to initially provide 1st Level support to one of Sopra Steria’s public sector clients. 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 people to resolve each query with 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 want our team to take ownership of the more complex queries that have previously been escalated and had a resolution defined, and learn from the training, 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, helping to shape their new team and they will also be well placed to grow their career as the team grows.

Due to the nature of the role, our client requires all successful applicants to be put through SC clearance before starting 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 fulfil the necessary actions, potentially liaising with colleagues, to get to the right resolution.
• Raising any complex issue through the right channels and follow up to make sure the incident has been resolved in 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 and outstanding customer service across different platforms, preferably in a telephony based role.
• A natural curiosity to investigate and solve issues.
• Confident communication skills with the ability to adapt them appropriately with colleagues and customers.
• IT based qualifications or experience in a technical support environment.
  
  

It would be great if you had:

• Experience within a Service Desk environment
• ITIL or other relevant IT qualifications.
• Valid and existing SC Clearance.
  
  

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 (Potential for DV Clearance once onboarded so candidates will need to be eligible and willing to be put forward for that too.)

Internal Recruiter: Jane

Salary: £25750 - £30000

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance and pension.

Loved reading about this job and want to know more about us?

Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK’s Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.