Service Desk Analyst

2 weeks ago


Solihull, Solihull, United Kingdom Serco Full time

Service Desk Analyst
Solihull Office
Part Time, Permanent - hours per week (mainly evenings)
Salary - £,.

Hey there We're on the lookout for a dynamic Service Desk Analyst to join our team at Serco. As a Service Desk Analyst, your role will involve providing first line IT support and Incident Management within My Technology Customer Services, catering to both Serco and our clients. We need someone proactive, well-organized, and customer service-oriented to handle various IT issues efficiently.

You'll be the go-to person for all stakeholders regarding IT problems and incidents. Your responsibilities include delivering top-notch support to customers, handling different products, services, and platforms, and meeting performance targets effectively and promptly.

As part of this you'll:

  • Always provide excellent customer service, setting and meeting customer expectations.
  • Maintain regular contact with customers to keep them updated on their incidents or requests.
  • Keep up-to-date with business updates and relate them to incoming work.
  • Recognize and act on high severity and security incidents promptly.
  • Deliver high-quality IT support in line with targets.
  • Ensure all incoming contacts are logged, diagnosed, and escalated appropriately.
  • Record all necessary information accurately within the system.
  • Assist in training and mentoring colleagues.
  • Promote self-help tools to customers.
  • Ensure adherence to performance targets and customer needs.
  • Collaborate with other teams as required.
  • Take part in testing new releases or project work.
  • Develop and maintain knowledge and skills in the IT field.

What you'll need to do the role:

  • Excellent customer service and communication skills.
  • Capability to work in a pressurized environment.
  • Logical thinking and problem-solving abilities.
  • Hardware and Software diagnosis skills.
  • At least two years' experience in an IT Service Desk role (desirable).
  • Full SC Clearance or eligibility.
  • Flexibility to work shifts as required.

Why Serco:

Join us for meaningful and vital work. Your contributions are crucial for business decisions and growth. Working for a globally renowned company, you'll have ample opportunities for personal growth and development. Be part of a supportive and motivated team dedicated to excellence.

What we offer:

  • Up to 6% contributory pension scheme.
  • Free onsite parking.
  • Various Serco discounts for cinema, entertainment, online shopping, and more.
  • Benefits to support health and wellbeing, including an Employee Assistance Programme and free flu jabs.
  • Extensive career development training tailored to your aspirations.
  • A safe and inclusive working environment.
  • A company committed to diversity and inclusion.


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