Service Desk Analyst

Sopra Steria Limited; Farnborough; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading IT services company in Farnborough is seeking a Service Desk Analyst to provide 1st Level support. The role focuses on handling IT-related queries, delivering exceptional customer service, and taking ownership of issues. Candidates must have SC clearance eligibility and experience in a Service Desk environment is preferred. A competitive salary and benefits package is offered, including 25 days annual leave and a health cash plan.

Benefits

25 days annual leave with the option to buy additional days

Health cash plan

Life assurance

Pension

Flexible benefits fund

Qualifications

• Experience in delivering outstanding customer service across different platforms.
• Experience within a Service Desk environment preferred.
• IT-based qualifications or experience in a technical support environment.

Responsibilities

• Successfully handling IT-related queries to support the service delivery.
• Delivering exceptional customer service to a variety of customers.
• Taking ownership of each query and fulfilling necessary actions.
• Raising complex issues through the right channels.
• Supporting senior members to help build the team reputation.

Skills

Outstanding customer service

Problem-solving skills

Confident communication

IT service management

Education

ITIL or other relevant IT qualifications

Job description

Overview

Are you looking to develop your IT career? Maybe it's your first step, maybe you’re 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 handling could range from resetting passwords and processing access requests to resolving more technical issues. We expect you to resolve each query with outstanding customer service, take action as trained, and highlight more complicated issues to the appropriate colleagues. You will take ownership of more complex queries that have been escalated and, through training, learn to prevent recurrence. This is a brand‑new team and those joining early will have the chance to shape the team and grow with it. Due to the nature of the role, successful applicants must be eligible and willing to be put forward for SC clearance, with potential for DV clearance. The role supports a 24/7/365 operation and will 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 ensure the incident is 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.
• 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 based qualifications or experience in a technical support environment.

Requirements

• Experience within a Service Desk environment (preferred).
• ITIL or other relevant IT qualifications.
• Valid and existing SC Clearance (with potential for DV Clearance once onboarded, so candidates will need to be eligible and willing to be put forward for that too).

Details

• Employment Type: Full-time, Permanent
• Location: Farnborough
• Security Clearance Level: SC clearance (Potential for DV Clearance once onboarded)
• Salary: £25,000 - £30,000
• Benefits: 25 days annual leave with the option to buy additional days, health cash plan, life assurance, pension, and flexible benefits fund

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.