OOH Service Desk Analyst-MyTechnology

Out of Hours Service Desk Analyst

Job Advert

Out of Hours Service Desk Analyst
Hybrid - Solihull Office

Overnight and weekends are worked from home
Full Time, 48 hours per week, Permanent. You will be required to work bank holidays if scheduled.
Salary - £27,170 per annum + £6,000 shift allowance

Here at Serco, we are seeking an enthusiastic Service Desk Analyst to work on a multi-client Service Desk. The Out of Hours (OOH) Service Desk Analyst provides an IT support and Incident Management function within My Technology Customer Services, supporting Serco and our customers across all contracts on a 24/7/365 rota basis. The role requires a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills.

You will provide a single point of contact for all stakeholders in relation to IT issues and incidents, ensuring exceptional standards of support to all customers while supporting a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided effectively and in a timely manner.

As part of this you'll:

• Maintain regular contact with customers ensuring they are updated as to the status of their incident or request.

• Maintain an awareness of the business and business updates and how these may relate to incoming work.

• Recognise high severity incidents and action in line with department processes.

• Recognise security incidents and action in line with department processes.

• Be responsible for delivering a high-quality IT support service in line with targets.

• Be a point of escalation from Service Desk staff at Level 1.

• Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards i.e. use of templates.

• Record all appropriate information accurately within the SMS.

• Assist in the training and mentoring of colleagues.

• Promote the use of self-help and self-service tools to customers as appropriate.

• Ensure adherence to individual performance targets.

• Ensure that incidents are dealt with according to customer and priority needs.

• Work/liaise with the change/problem management team or other teams as required.

• Undertake desk side support visits as and when required.

• Contribute to Incident and Problem Management teams when required.

• Take part in testing of new releases or contribute to project work as required.

• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments.

What you'll need to do the role:

• Excellent customer service and communication skills.

• Capable of working in a pressurised environment.

• Logical thinker and problem solver.

• Advanced Hardware and Software diagnosis.

• At least two years' experience of working on an IT Service Desk is desirable.

• Full SC Clearance or eligibility to obtain and sustain.

• Be flexible to work on a 24 hour round the clock shift rota.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors. Personal growth, achievement, and development won't be hard to find. You'll also work with great people in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• 25 days annual leave.

• Annual leave purchase scheme.

• Up to 6% contributory pension scheme.

• Free onsite parking.

• Serco discounts for cinema, merlin entertainment, online shopping, mobile phone plans, and leisure centre memberships.

• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.

• A wealth of career development training to suit your future aspirations.

• A safe and supportive culture.

• A company passionate about diversity and inclusion.