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Service Desk Analyst

Posted 16 Sep 2022
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Work experience
2 to 5 years
Full-time / part-time
Full-time
Job function
Salary
£21,500 per year
Degree level
Required language
English (Fluent)

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Working on a multi-client Service Desk, the Service Desk Analyst performs a first line IT support and Incident management function within the Service Desk, providing support to local government, public and commercial sector customers.

Key Accountabilities

  • Demonstrates strong interpersonal and communication skills
  • Can oversee the execution of tasks assigned and works well with own/ client teams to remove any obstacles.
  • Sets and meets customers (internal and external) expectations, promising only that which can be delivered.
  • Maintains regular contact with end-users ensuring they are updated as to the status of the incident or request
  • Maintains the respect of the customer.
  • Understands the relationship between work processes and the business.
  • Is aware of internal/external business issues and instigates the ideal course of action as a result, ensuring best practice always.
  • Has the ability to identify new opportunities within own area and appropriately engages client or manager in the pursuit of such opportunities.
  • Once opportunities have been identified, provides innovative, workable solutions / plans for take on and continued delivery of the service.
  • Recognises high severity incidents and action in line with department processes
  • Recognises security incidents and action in line with department processes

What you need to do the job

  • Answer all contacts within contractual SLA’s and meet all other SLA and KPI targets
  • Ensure communication delivered to users is accurate, appropriate and high-quality.
  • Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards
  • Deliver to first level resolution targets and improve on first level resolution
  • Deliver to remote resolution targets and improve on remote resolution
  • Triage contacts to support teams and escalation areas as required
  • Record all appropriate information accurately within the SMS
  • Contribute to Service Desk knowledge base
  • Manage own workload in an accurate and timely manner
  • Assist in the training and mentoring of colleagues
  • Maintain a positive and accurate image of the Service Desk.
  • Capable of working in a pressurised environment
  • Hardware and Software diagnosis

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

The services we provide are often of critical importance to the communities and nations we serve.
Providing public services is one of the most satisfying and rewarding careers you can have. You have an ability to make a real positive difference to people’s lives and to the safety and security of your community and country. Serco operates in five sectors of...


The services we provide are often of critical importance to the communities and nations we serve.

Providing public services is one of the most satisfying and rewarding careers you can have. You have an ability to make a real positive difference to people’s lives and to the safety and security of your community and country. Serco operates in five sectors of public-service provision: Health, Transport, Justice & Immigration, Defence and Citizens Services. Sometimes we are supporting people at troubled times in their lives, be they unemployed, refugees fleeing persecution, or in prison. In other parts of our business we are running some of the most advanced train services in the world, delivering essential support to armed forces, keeping hospitals safe and running 24x7, and providing environmental services.

Serco is a business where people and values matter. We have a strong public service ethos, and we employ people who want to make a positive difference to other people’s lives. We operate in North America, UK, Europe, Middle East, Hong Kong, Australia and New Zealand, and we encourage people to develop their careers moving both between different businesses and countries.

And as a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled leaders is insatiable, and few companies can offer as many opportunities for people to grow their careers.

We are looking for people to join Serco who share our desire to make a positive difference, the confidence to work as part of a team, the insight to spot the opportunity to do things better, and, importantly, the ability to take the initiative and put great ideas into practice wherever they are needed.

IT
Hook
50,000 employees