At a Glance
- Tasks: Be the go-to person for customers, managing incidents and service requests like a pro.
- Company: Join Sopra Steria, a leader in digital solutions for government clients.
- Benefits: Enjoy 25 days of leave, health cash plan, life assurance, and a pension.
- Other info: Work in a supportive environment with great career growth opportunities.
- Why this job: Make a real impact on national security while developing your skills.
- Qualifications: Microsoft Certified Professional or equivalent experience in IT helpdesk.
The predicted salary is between 39000 - 39000 £ per year.
- What you\'ll be doing
- Acting as the primary point of contact for customers, managing incidents, problems and service requests.
- Managing incidents and problems through their full lifecycle, resolving issues at first contact wherever possible.
- Recording and maintaining accurate information within incident and problem management systems.
- Monitoring, prioritising and escalating incidents and problems in line with Service Level Agreements.
- Liaising with internal support teams, customers and third-party suppliers, providing clear and timely updates.
- Chairing Change Advisory Board, Emergency Change Advisory Board and Problem Review meetings to support effective change control and communication.
- What you\'ll bring
- Microsoft Certified Professional qualification or equivalent experience.
- Strong experience working within an Information Technology helpdesk environment.
- Experience managing services against Service Level Agreements.
- Knowledge of Information Technology Infrastructure Library principles, including Foundation and Change or Problem qualifications.
- Sound knowledge of incident, problem and change management processes, tools and techniques.
- Understanding of current and emerging developments within service management and their practical application.
- It would be great if you had
- Experience working as a Senior Service Analyst within medium to large service management environments.
- Advanced knowledge of Microsoft Office applications.
- Familiarity with Lotus Notes and Short Message Service technologies.
- Experience using HP Service Desk, HP Open View or similar service desk tools.
Security Clearance Level: SC Cleared or eligible for SC Clearance.
Benefits
- 25 days annual leave with the choice to buy additional days
- health cash plan
- life assurance
- pension
Sopra Steria\u2019s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients.
The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment.
We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other.
We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets
#J-18808-Ljbffr
Senior Service Analyst at Sopra Steria in Milton Keynes employer: Sopra Steria
Sopra Steria is an exceptional employer, offering a unique opportunity for a Data Security Technical Lead to influence enterprise-wide data security strategy while working remotely. With a strong focus on professional development, competitive benefits including a generous car allowance and private medical insurance, and a collaborative work culture that values innovation, employees are empowered to grow their careers in a supportive environment dedicated to making a real difference in national security.
