Service Desk Analyst

Babcock International; Portsmouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading defense and engineering firm in Portsmouth is seeking a Service Desk Analyst to provide 1st line support for IT issues. You will work full-time, providing excellent customer service and capturing interactions in a ticketing system. Prior experience in customer service or a call center is preferred. The company offers a competitive salary, generous holidays, and training opportunities.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to Digital GP

Employee share scheme

Payment of Professional Fees

Be Kind Day for volunteering work

Excellent development opportunities

Qualifications

• Previous service desk or call center experience preferred.
• Ability to capture interactions using a ticketing system.
• Strong communication skills for customer service.

Responsibilities

• Provide 1st line support for software and hardware issues.
• Capture all interactions into the ticketing system.
• Escalate issues to ensure prompt service restoration.

Skills

Customer service experience

Experience using ticketing systems

Experience with Active Directory

Interest in IT

Tools

Microsoft Applications

Job description

Overview

Job Title: Service Desk Analyst | Location: Portsmouth, Hampshire | Compensation: Competitive Salary + Benefits + Overtime | Role Type: Full time / Permanent | Role ID: SF64813

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Analyst at our Lakeside Offices, Portsmouth, Hampshire site.

The role

As a Service Desk Analyst, you’ll have a role that’s out of the ordinary. Working as part of our Babcock Corporate Services business unit, you\'ll be supporting and providing an excellent 1st line support service for all software, hardware, and network issues to our customers, while at the same time developing a future career with Babcock International.

Training Available - We are committed to developing your career within Babcock International which is why we provide onboarding training for 4-6 weeks with an aim to provide you an understanding of the systems, processes and requirements for the role. In addition to this, further training outside the standard requirements can be provided to further develop your interest in specialised areas after 6 months.

Day to day responsibilities

• Capturing all interactions into our ticketing system.
• Providing excellent customer service via all reporting/contact channels.
• Escalate when appropriate to ensure a prompt restoration of service.
• Additional administration duties to support our 2nd line/3rd line teams.
• To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior.

This role is full time, 37.5 hours per week working Monday to Friday, earliest start 6.30am and latest finish 5.30pm and is based at our Lakeside Offices, Portsmouth, Hampshire.

Essential experience

• Customer service experience (face to face/over the phone)
• Previous service desk experience at an entry level or call centre experience
• Experience using any form of ticketing system that captures customer information
• Experience with systems such as Active Directory and Microsoft Applications
• An interest or strong passion for IT

Qualifications for the Service Desk Analyst

• We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you.

Security Clearance

The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at GOV.UK.

What we offer

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually
• Be Kind Day enables employees to take one working day\'s paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

About Babcock International

For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [e-mail] with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.