Service Desk Analyst

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

Job summary

Ein etabliertes Unternehmen im Bereich Luft- und Raumfahrt, Verteidigung und Sicherheit sucht engagierte Service Desk Analysts, die in einem neuen Team arbeiten. Die Rolle erfordert die Bearbeitung von IT-Anfragen und die Bereitstellung außergewöhnlichen Kundenservice. Bewerber sollten über gültige SC-Sicherheitsfreigabe verfügen und bereit sein, sich für die DV-Freigabe zu qualifizieren. Diese spannende Gelegenheit bietet die Möglichkeit, in einem dynamischen Umfeld zu wachsen und zur Entwicklung eines neuen Teams beizutragen. Wenn Sie ein Problemlöser sind, der gerne mit Menschen arbeitet, ist dies die perfekte Chance für Sie.

Qualifications

• Erfahrung im Kundenservice, vorzugsweise in einer telefonbasierten Rolle.
• Natürliche Neugier, Probleme schnell und genau zu lösen.

Responsibilities

• Bearbeitung von IT-Anfragen zur Unterstützung der Servicebereitstellung.
• Auftreten von komplexen Problemen und deren rechtzeitige Lösung.

Skills

Kundenservice

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Education

ITIL oder andere relevante IT-Zertifikate

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.