Service Desk Analyst-MyTechnology

Service Desk Analyst
Solihull Office
Full Time, Permanent (37 hours Mon-Fri between 7am and 6pm on a shift rotation)

Salary: £22,467.50

Here at Serco, we are seeking an enthusiastic Service Desk Analyst to work on a multi-client shared service desk. The Service Desk Analyst provides first line IT support and Incident Management function within My Technology Customer Services, providing support to Serco and our customers. 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 that all performance targets are adhered to and resolutions are provided in an effective and timely manner.

As part of this you'll:

1. Always provide excellent customer service, setting and meeting customer expectations.
2. Maintain regular contact with customers ensuring they are updated as to the status of their incident or request.
3. Maintain an awareness of the business and business updates and how these may relate to incoming work.
4. Recognise high severity incidents and action in line with department processes.
5. Recognise security incidents and action in line with department processes.
6. Be responsible for delivering a high-quality IT support service in line with targets.
7. Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards.
8. Record all appropriate information accurately within the SMS.
9. Assist in the training and mentoring of colleagues.
10. Promote the use of self-help and self-service tools to customers as appropriate.
11. Ensure adherence to individual performance targets.
12. Ensure that incidents are dealt with according to customer and priority needs.
13. Work/liaise with the change/problem management team or other teams as required.
14. Undertake desk side support visits as and when required.
15. Contribute to Incident and Problem Management teams when required.
16. Take part in testing of new releases or contribute to project work as required.
17. 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:

1. Excellent customer service and communication skills.
2. Capable of working in a pressurised environment.
3. Logical thinker and problem solver.
4. Hardware and Software diagnosis.
5. At least two years' experience of working on an IT Service Desk is desirable.
6. Full SC Clearance or eligibility to obtain and sustain.
7. Be flexible to work shifts as rostered.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You'll also work with great people in a highly motivated, supportive environment.

What we offer:

1. Up to 6% contributory pension scheme.
2. Free onsite parking.
3. Serco discounts including cinema, merlin entertainment, online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
4. A range of benefits to support the health and wellbeing of you and your family.
5. A wealth of career development training to suit your future aspirations.
6. A safe and supportive culture.
7. A company passionate about diversity and inclusion.

About Serco
At Serco, we are a team of 50,000 people responsible for delivering essential public services around the world.

Apply
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