Service Desk Analyst

Serco Limited; Swindon; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Pension scheme (up to 6%)

Extensive internal training & courses

Employee Assistance Programme

Job summary

Serco Limited is seeking a Service Desk Analyst to be the first point of contact for colleagues and customers, supporting ICT, facilities and logistics services. You will resolve issues, deliver solutions, and ensure access to services to help people succeed.

The role offers growth opportunities, ongoing skills development, and exposure to continuous improvement initiatives within the Defence Academy team. You’ll work in a dynamic, customer-facing environment and contribute to reliable service

Qualifications

• Strong customer service skills and professional telephone manner.
• Clear written and verbal communication.
• Methodical problem solving in a fast-paced environment.

Responsibilities

• Handle calls, emails, self-service requests and face-to-face enquiries.
• Log, manage, prioritise and track incidents and service requests.
• Perform first-line diagnosis and escalate as needed.
• Create and maintain user accounts in Active Directory.

Skills

Customer service

Communication

Problem solving

Windows OS

Tools

Active Directory

Helpdesk software

Job description

As a Service Desk Analyst in our Defence Academy team, you’ll be the first point of contact for colleagues and customers seeking support across ICT, facilities and logistics services. You’ll help resolve issues quickly, create impactful solutions, and ensure people can access the services they need to succeed

Our work touches lives every day, and this role plays a vital part in keeping essential services running smoothly. By delivering excellent customer service, solving problems, and building trust with users across the Defence Academy, you’ll make a positive impact on communities while helping us impact a better future. There’s plenty of headroom for people to grow, develop new skills, and contribute to continuous innovation.

What you’ll do as a Service Desk Analyst

• Handle telephone calls, emails, self-service requests, and face-to-face enquiries through the Service Desk.
• Log, manage, prioritise, and track incidents and service requests using the appropriate helpdesk systems.
• Carry out first-line diagnosis and resolution of incidents wherever possible
• Escalate unresolved issues to second-line support teams and monitor progress against service level agreements.
• Create and maintain user accounts within Active Directory and related systems following established procedures.
• Support continuous improvement by identifying customer needs, sharing insights, and contributing to service performance reporting.

Does this sound like you?

• You have excellent customer service skills and a professional telephone manner.
• You communicate clearly and confidently, both verbally and in writing.
• You take a methodical approach to problem-solving and decision-making.
• You’re comfortable working in a Microsoft Windows environment and are keen to continue developing your IT skills.
• You thrive in fast-paced customer-facing environments and can adapt to changing priorities.

What we offer

• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Proud member of the Disability Confident employer scheme

Service Desk Analyst

Company: Serco Limited Salary: £28330.74-28330.74 per annum Hours: Full-time Location: Swindon, SN6 8LA Job type: Permanent Posting date: 10 Nov 2026 Closing date: 10 Dec 2026

Summary

Serco Limited

As a Service Desk Analyst in our Defence Academy team, you’ll be the first point of contact for colleagues and customers seeking support across ICT, facilities and logistics services. You’ll help resolve issues quickly, create impactful solutions, and ensure people can access the services they need to succeed

Our work touches lives every day, and this role plays a vital part in keeping essential services running smoothly. By delivering excellent customer service, solving problems, and building trust with users across the Defence Academy, you’ll make a positive impact on communities while helping us impact a better future. There’s plenty of headroom for people to grow, develop new skills, and contribute to continuous innovation.

What you’ll do as a Service Desk Analyst

• Handle telephone calls, emails, self-service requests, and face-to-face enquiries through the Service Desk.
• Log, manage, prioritise, and track incidents and service requests using the appropriate helpdesk systems.
• Carry out first-line diagnosis and resolution of incidents wherever possible
• Escalate unresolved issues to second-line support teams and monitor progress against service level agreements.
• Create and maintain user accounts within Active Directory and related systems following established procedures.
• Support continuous improvement by identifying customer needs, sharing insights, and contributing to service performance reporting.

Does this sound like you?

• You have excellent customer service skills and a professional telephone manner.
• You communicate clearly and confidently, both verbally and in writing.
• You take a methodical approach to problem-solving and decision-making.
• You’re comfortable working in a Microsoft Windows environment and are keen to continue developing your IT skills.
• You thrive in fast-paced customer-facing environments and can adapt to changing priorities.

What we offer

• Competitive holiday package
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.