Service Desk Analyst

Serco have an exciting opportunity for a Service Desk Analyst to join our team based at the Defence Academy in Shrivenham, Swindon. The Service Desk is the single point of contact for all services at the Defence Academy, including ICT, Facilities and Logistics requests. This is a multi-functioning Service Desk which varies in the types of requests we receive with the intent to resolve issues on a first-time resolution base.

As our Service Desk Analyst, you will be responsible for handling all requests to ensure they are logged, progressed and resolved as quickly as possible in accordance with our SLA’s. This role is fast-paced and varied; we’re looking for individuals who are passionate about providing an excellent customer service experience and can work well under pressure. The desk operates between 0800-1800 Monday to Friday on a rota system. Approximately 1 week in 4 is a 10-6 shift, however this varies, and flexible working is available.

Responsibilities:

• Take a pro-active role within the department to liaise with the customers and be fully conversant with workload.
• Handle all telephone calls, emails, self-service, and personal visits to the Serco Service Desk.
• Ensure all incidents and service requests reported are correctly recorded and managed via the appropriate helpdesk tool.
• Carry out initial diagnosis, categorisation and prioritisation of all incidents and service requests and perform first line resolution where applicable.
• Escalate unresolved incidents to second line support teams.
• Creation of user accounts in the People Directory and Active Directory in line with established Service Desk procedures.
• Continuously monitor incidents to ensure that they are successfully resolved within contracted SLA’s and ensure the Coordinator and Head of Service Desk are alerted to incidents that are at risk of exceeding SLA’s.

What You’ll Need To Do:

• Excellent customer service skills, including excellent telephone manner.
• Methodical in approach with strong problem-solving skills.
• IT literate, willingness, and ability to further increase IT skills.
• Experience of working in a high-pressure customer facing role.
• Flexible in approach, and willing to work between 8-6 weekdays on a rota system.
• Be able to obtain and maintain appropriate Security Clearance (Serco will do this on your behalf).

Benefits Of Working At The Defence Academy:

• Free, secure onsite parking.
• Opportunity to join many sports and activity clubs (heavily subsidised subscription costs).
• Gym membership, the site boasting 2 fully equipped gymnasiums.
• 18-hole golf course (annual membership circa £375).
• Fully equipped riding stables, with the opportunity for lessons.
• Other sporting facilities include tennis courts, Astro-turf football pitches and much more.

What Serco Offers:

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working.