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- Tasks: Provide 1st Level IT support, resolving queries and delivering exceptional customer service.
- Company: Join Sopra Steria, a leader in digital solutions for the UK’s Public and Private sectors.
- Benefits: Enjoy a competitive salary, referral bonuses, and opportunities for career growth.
- Why this job: Be part of a brand new team, shaping its future while developing your IT skills.
- Qualifications: Must have SC clearance and experience in customer service; ITIL qualifications are a plus.
- Other info: Shift work required; based on-site in Farnborough.
The predicted salary is between 28800 - 43200 £ per year.
Have you ever thought about starting a career in IT? If you have the expertise in delivering outstanding customer service, we can provide you with the right tools to become a successful member of our brand Service Desk Team! We are initially recruiting two new Service Desk Analysts to provide 1st Level support to Sopra Steria’s public sector client. The type of queries you will be taking care of could be anything from resetting passwords, processing access requests as well as more technical issues too.
We are looking for someone to resolve each query using outstanding customer service skills, action whatever they have been trained to do and highlight the more complicated issues to the appropriate colleagues. We also would like someone who can take ownership of the more complex queries that have previously been escalated and had a resolution defined, to avoid the same issue being raised on multiple occasions. This team is brand new and those brought on board in the initial stages will have an advantage to exploit this exciting opportunity by showing the right potential, learning the processes, and helping to shape the new team and will be well placed to grow their career as the team grows.
Due to the nature of the role, our client requires all successful applicants to be put through SC clearance before starting and successful applicants must be eligible and willing to be put forward for DV clearance. In order to support a 24/7 365 operation, the team will work around a shift pattern, consisting of a mix of days and nights and be based on site at our location in Farnborough.
What you’ll be doing:
- Successfully handling IT related queries to support the service delivery, within contractually agreed time frames.
- Delivering exceptional customer service to a variety of customers across the business.
- Taking ownership of each query and fulfilling the necessary actions, potentially liaising with colleagues, to get to the right resolution.
- Raising any complex issue through the right channels and following up to make sure the incident has been resolved in a timely manner.
- Taking responsibility for our work and supporting senior members of staff to help shape the service and build the reputation of the team from the beginning.
What you’ll bring:
- Valid and existing SC Clearance
- Experience in delivering outstanding customer service across different platforms, preferably in a telephony based role
- A natural curiosity to investigate and solve issues as quickly and accurately as possible
- Confident communication skills with the ability to adapt them appropriately with colleagues and customers at all levels
It would be great if you had:
- Experience within a Service Desk environment
- ITIL or other relevant IT qualifications
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Security Clearance Level: Candidates must already be in possession of SC clearance before applying and be willing and eligible for DV clearance
Referral Bonus: £1000
Salary offered will be in line with experience and development needs.
Service Desk Analyst employer: Sopra Steria Group
Contact Detail:
Sopra Steria Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT issues and solutions, especially those related to password resets and access requests. This knowledge will help you respond confidently during interviews and demonstrate your readiness for the role.
✨Tip Number 2
Brush up on your customer service skills by practising how to handle difficult situations. Role-playing scenarios can be a great way to prepare for the types of queries you might encounter as a Service Desk Analyst.
✨Tip Number 3
Research the company culture at Sopra Steria and understand their values. Being able to align your answers with their mission during the interview will show that you're a good fit for the team.
✨Tip Number 4
Since this role requires SC clearance, ensure you have all necessary documentation ready and be prepared to discuss your eligibility for DV clearance. This will demonstrate your commitment and readiness for the position.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Service Desk Analyst. Highlight your relevant experience in customer service and IT support.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job. Emphasise your customer service expertise, any IT qualifications, and your ability to handle queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've successfully resolved customer issues in the past and your willingness to learn and grow within the team.
Highlight Security Clearance: Since SC clearance is a requirement, make sure to clearly state your current SC clearance status in your application. If you are eligible for DV clearance, mention that as well to strengthen your application.
How to prepare for a job interview at Sopra Steria Group
✨Showcase Your Customer Service Skills
Since the role focuses heavily on delivering outstanding customer service, be prepared to share specific examples from your past experiences. Highlight situations where you successfully resolved customer issues and how you maintained a positive attitude throughout.
✨Demonstrate Technical Curiosity
The job requires a natural curiosity to investigate and solve IT-related issues. During the interview, express your enthusiasm for technology and problem-solving. You might want to discuss any relevant technical challenges you've faced and how you approached them.
✨Understand the Role of Escalation
Familiarise yourself with the escalation process for complex queries. Be ready to explain how you would handle a situation where an issue needs to be escalated, ensuring you convey your understanding of teamwork and communication in such scenarios.
✨Prepare for Shift Work Discussion
As the role involves working in shifts, be prepared to discuss your availability and flexibility. Show that you understand the demands of a 24/7 operation and express your willingness to adapt to the shift patterns required by the team.
