Service Desk Analyst

Serco Group Plc; Watchfield; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Competitive holiday package

Up to 6% contributory pension scheme

Internal courses and qualifications

Employee Assistance Programme and well

Discounts across retailers

Volunteer day and charitable giving

Job summary

Serco Group Plc is seeking a Service Desk Analyst to join the Defence Academy team in the UK. You will be the first point of contact for colleagues and customers needing ICT, facilities, and logistics support, helping resolve issues quickly and enabling access to services.

You will handle incidents, assist with account management, and contribute to service performance reporting while growing your IT skills in a fast-paced environment.

Qualifications

• You have excellent customer service skills.
• You communicate clearly and confidently, both verbally and in writing.
• 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.

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.

Key personal attributes

• 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.

Benefits

• 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