Service Desk Analyst

Serco Group Plc; Swindon; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Internal courses and apprenticeships

Employee assistance programme

Discounts across retailers

Volunteer day

Job summary

Serco Group plc in Swindon is seeking a Service Desk Analyst to be the first point of contact for colleagues and customers, providing ICT, facilities and logistics support. You will log and track incidents, perform first-line fixes, and help ensure vital services run smoothly.

This role emphasizes strong customer service, clear communication, and a methodical approach to problem-solving within a Microsoft Windows environment. Flexible and hybrid working are available where possible.

Qualifications

• Excellent customer service skills and professional telephone manner.

Responsibilities

• 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.

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.
  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.
  At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we're united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.
• Our inclusive recruitment commitment: We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our 'Ban the Box' pledge (some roles may have security exemptions).
  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.