Service Desk Shift Analyst

Experis - ManpowerGroup; Portsmouth; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise renommée recrute un Analyste de service à distance pour fournir un support technique de première ligne à ses clients. Ce poste, basé à Portsmouth avec options de travail hybride, nécessite une expérience en service client et une passion pour l'informatique. Des opportunités de formation et de développement sont également offertes.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to a Digital GP

Employee share scheme

Employee shopping savings portal

Payment of Professional Fees

Reservists in armed forces received 10-days special paid leave

Holiday Trading

Be Kind Day

Employee assistance programme

Qualifications

• Expérience en service client (face à face/téléphonique)
• Expérience antérieure en service desk ou centre d'appels
• Utilisation d'un système de billetterie

Responsibilities

• Support et service 1ère ligne pour les problèmes logiciels, matériels et réseaux.
• Répondre aux appels, chats et demandes de service.
• Capturer toutes les interactions dans le système de billetterie.

Skills

Customer Service

Active Directory

Microsoft Applications

Interest in IT

Ticketing Systems

Job description

Job Title: Service Desk Shift Analyst
Location: Portsmouth, Hampshire + Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits + Overtime
Role Type: Full time / Permanent
Role ID: SF 64420

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 Shift Analyst at our Lakeside Offices, Portsmouth, Hampshire site.

The role
As a Service Desk Shift 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, you'll be responsible for answering calls, chats and service requests received to the Service Desk to the required standards.

• 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, 40.5 hours per week working 4 days on, 4 days and can be delivered from our Lakeside Offices, Portsmouth, Hampshire alongside home working arrangements. Earliest start, 6.30am with the latest finish 8.30pm - 12 hour shifts.

Essential experience of the Service Desk Shift Analyst

• 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 Shift 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) and Developed Vetting (DV) 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 United Kingdom Security Vetting: clearance levels.

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. There is an annual Window to request this benefit. '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.

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 us 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.