Service Desk Analyst

Sopra Steria - UK; Farnborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking motivated Service Desk Analysts to join a new team providing 1st Level support. This role involves resolving IT queries, delivering exceptional customer service, and taking ownership of complex issues. With the opportunity to shape a brand new team, successful candidates will benefit from a supportive environment that encourages career growth. Applicants must possess SC clearance and be willing to undergo DV clearance. This is a fantastic chance to develop your skills in a dynamic setting while contributing to important public sector projects.

Qualifications

• Experience in delivering outstanding customer service in a telephony role.
• Ability to investigate and solve issues quickly and accurately.

Responsibilities

• Handle IT-related queries to support service delivery.
• Deliver exceptional customer service across the business.
• Take ownership of queries and ensure timely resolution.

Skills

Customer Service

Communication Skills

Problem Solving

Telephony Skills

Education

ITIL Certification

Job description

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 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:

• Valid and existing SC Clearance
• 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 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!

Security Clearance Level: Candidates must already be in possession of SC clearance before applying and be willing and eligible for DV clearance

Referral Bonus: £1000

Salary offered will be in line with experience and development needs.

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.