Service Desk Analyst: IT Support & Career Growth

Serco Group Plc; Watchfield; Vor Ort; GBP 21.000 - 30.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Jobbeschreibung

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.