At a Glance
- Tasks: Support 3000 customers with IT queries and incidents, ensuring excellent service.
- Company: Join SSCL, a leader in public sector support services with a collaborative culture.
- Benefits: Enjoy 25 days leave, health cash plan, life assurance, and flexible working options.
- Other info: Home-based role with opportunities for career progression and project involvement.
- Why this job: Kickstart your IT career while making a real impact in a supportive environment.
- Qualifications: Customer service experience and basic IT knowledge are essential; ITIL awareness is a plus.
The predicted salary is between 28500 - 28500 £ per year.
Are you an experienced 1st Line Support Engineer looking for a new role? SSCL are on the lookout for an experienced 1st Line Service Desk Analyst to join a busy team supporting 3000 customers across a variety of different areas. The ideal candidate will have excellent communication and customer service skills with the technical acumen to match. This role puts you in an excellent position to learn, develop and progress your career, even offering opportunities to get involved with project work! This role is home based with occasional travel for team meet ups. Due to the chance of exposure of sensitive material we are only able to progress with candidates eligible for SC and NPPV2 clearance.
What you’ll be doing:
- To act as the primary focal point for customers to communicate all general IT queries, incidents and requests relating to services provided by SSCL/CITB IT.
- It is the responsibility of the service desk analyst to manage incidents and requests through its full life cycle to a satisfactory resolution.
- To resolve as many IT enquiries and incidents as possible at the first call.
- To record accurately and fully all calls on the ITSM System in accordance with the latest version of the Service Desk Operational Procedures.
- Promote good teamwork to deliver a professional service both within own team and with other resolver teams to ensure that internal and external Key Performance Indicators are achieved.
What you’ll bring:
- Proven experience of Customer Service or working on a helpdesk in an IT environment.
- A proven level of technical knowledge, such as Microsoft MCP qualified, advantageous but not essential.
- Proven experience and knowledge of MS office packages (at Beginner / intermediate level), email systems, specific technologies or qualifications may be required depending on the requirements of the role.
- Proven Customer service skills and experience of dealing and resolving difficult customer issues. Should be able to demonstrate customer service excellence.
- Experience of working within Service Level Agreements.
- Excellent organisational skills and be used to working to deadlines in a demanding environment.
- Aware of ITIL service management processes and practices is advantageous but not essential, ITIL Foundation v4 qualified.
If you’re 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!
Employment Type: Full-time, Permanent
Location: Home Based
Security Clearance Level: SC & NPPV2
Internal Recruiter: Olly Walker
Salary: Up to £28,500
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us? Shared Services Connected Ltd (SSCL), part of the Sopra Steria UK Family, is the market leader in critical business support services for the UK public sector. Operating at size and scale since 2013, SSCL has delivered over £950 million of savings – providing more funds for front line public services. We transform services using digital solutions and innovative technology, developing platforms that enable flexibility to meet the changing needs of our Government, Defence and Police clients. We employ around 3,000 people who sit at the heart of our business strategy. Their passion and connection to our values and our purpose is what sets us apart and recognises SSCL as one of Great Place To Work® UK’s best workplaces. We deliver social value within our services and work with our clients and community partners to support programmes such as education and employability initiatives across the UK.
SSCL IT Service Desk Analyst 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.
StudySmarter Expert Advice🤫
We think this is how you could land SSCL IT Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sopra Steria before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace SSCL IT Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sopra Steria:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sopra Steria!
How to prepare for a job interview at Sopra Steria
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
