Service Desk Analyst

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

Job summary

A leading company in the Aerospace, Defence and Security sector is seeking a Service Desk Analyst to join their new team in Farnborough. This role involves providing 1st level IT support, delivering exceptional customer service, and taking ownership of queries. Successful candidates will undergo SC clearance and have the opportunity to shape the team's future while enjoying a range of benefits including 25 days annual leave, health cash plans, and more.

Benefits

25 days annual leave with the choice to buy additional days

Health cash plan

Life assurance

Pension

Generous flexible benefits fund

Qualifications

• Experience in delivering outstanding customer service in a telephony-based role.
• Natural curiosity to investigate and solve issues quickly and accurately.
• Confident communication skills with adaptability.

Responsibilities

• Handle IT-related queries to support service delivery.
• Deliver exceptional customer service to various customers.
• Take ownership of queries and liaise with colleagues for resolution.

Skills

Customer Service

Problem Solving

Communication

Education

ITIL or other relevant IT qualifications

IT based qualifications or experience in a technical support environment

Job description

Are you looking to take your first step in a career in IT?

If you have the expertise in delivering outstanding customer service and even a foundation level knowledge of 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 someone 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 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 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 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

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!

EmploymentType: Full-time, Permanent
Location: Farnborough
SecurityClearanceLevel:SC clearance (Potential for DV Clearance once onboarded so candidates will need to be eligible and willing to be put forward for that too.)
InternalRecruiter: 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

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 havepartnered withVercida, 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 knowwhen completingyour 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.