Service Desk Analyst

Serco Group Plc; Metropolitan Borough of Solihull; On-site; GBP 24,000 - 32,000; Full time

Job summary

A reputable service provider in Solihull is looking for a Service Desk Analyst to join their team. The role involves providing first-line IT support and incident management, ensuring excellent customer service while working in a dynamic environment. The ideal candidate should possess problem-solving abilities and experience in an IT service desk environment. This position offers comprehensive training and a supportive work culture.

Benefits

Contributory pension scheme

Free onsite parking

Discounts on leisure and shopping

Health and wellbeing support

Career development training

Qualifications

• At least two years' experience of working on an IT Service Desk is desirable.
• Hardware and Software diagnosis.
• Capable of working in a pressurised environment.

Responsibilities

• Provide excellent customer service and meet customer expectations.
• Maintain contact with customers about their incidents.
• Log and diagnose incoming contacts to the service desk.
• Train and mentor colleagues.

Skills

Customer service skills

Problem-solving abilities

IT service desk experience

Communication skills

Tools

Incident Management software

Job description

Overview

Service Desk Analyst Solihull Office Full Time, Permanent (37 hours Mon-Fri between 7am and 6pm on a shift rotation). You will provide a single point of contact for all stakeholders in relation to IT issues and incidents. As well as providing exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

Responsibilities

• Always provide excellent customer service, setting and meeting customer expectations, promising only that to which can be delivered.
• Maintain regular contact with customers ensuring they are updated as to the status of their incident or request.
• Maintain an awareness of the business and business updates and how these may relate to incoming work.
• Recognise high severity incidents and action in line with department processes.
• Recognise security incidents and action in line with department processes.
• Be responsible for delivering a high-quality IT support service in line with targets.
• Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards i.e. use of templates.
• Record all appropriate information accurately within the SMS.
• Assist in the training and mentoring of colleagues.
• Promote the use of self-help and self-service tools to customers as appropriate.
• Ensure adherence to individual performance targets.
• Ensure that incidents are dealt with according to customer and priority needs.
• Work/liaise with the change/problem management team or other teams as required.
• Undertake desk side support visits as and when required.
• Contribute to Incident and Problem Management teams when required.
• Take part in testing of new releases or contribute to project work as required.
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments.

About the role

Here at Serco, we are seeking an enthusiastic Service Desk Analyst to work on a multi-client shared, the Service Desk Analyst provides first line IT support and Incident Management function within My Technology Customer Services, providing support to Serco and our customers. The role requires a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills., Excellent customer service and communication skills.

• Capable of working in a pressurised environment.
• Logical thinker and problem solver.
• Hardware and Software diagnosis.
• At least two years\' experience of working on an IT Service Desk is desirable.
• Full SC Clearance or eligibility to obtain and sustain.
• Be flexible to work shifts as rostered.

Disability and Inclusion

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

About Serco

Serco\'s purpose is to impact a better future. We bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East. In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won\'t be hard to find. You\'ll also work with great people. You will find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer

• Up to 6% contributory pension scheme
• Free onsite parking
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco
• A safe and supportive culture
• A company passionate about diversity and inclusion