Helpdesk Administrator

UK Defence Academy, Shrivenham
Swindon, SN6 8LA
Full Time, Permanent (37 hours per week)
£24,244 per annum plus benefits

Serco have an exciting opportunity for a Helpdesk Administrator 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.

The post holder will join a small but lively team of 6 individuals and will be responsible for handling requests to ensure that they are logged and resolved quickly 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 are able to work well under-pressure.

The desk operates between 0800-1800 Monday to Friday on a rota system. Approximately 1 week in 4 is a late shift however this varies, and flexible working is available.

Serco at the Defence Academy provides Facilities Management across all aspects of the site including Estates, Logistics, various Supporting Services, together with Cleaning, Catering and Waste Management through ESS.

**Main responsibilities of the role include**:
Take a pro-active role within the Department to liaise with your customers and be fully conversant with your workload.
Ensure all incidents & service requests reported to the Service Desk 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.
Creation of user accounts in the People Directory and Active Directory in line with established Service Desk procedures.
Maintain an awareness of the customer’s evolving needs from the Service Desk and help to identify how these needs could be met.
Continuously monitor incidents to ensure that they are successfully resolved within contracted SLAs, and ensure the Coordinator / Head of Service Desk are alerted to incidents that are at risk of exceeding SLAs.

**What you'll need to do the role**:
IT literate, willingness, and ability to further increase IT skills.
Flexible in approach, willing to work between 8-6 on weekdays on a rota system.
Excellent communication and customer-service skills.
Experience of working in a high-pressure customer facing role.
Experience of working with IT in a Microsoft Windows environment & O365.
SC Clearance - prior to appointment.

The Defence Academy sits within a beautiful and secure site which hosts 2 lakes and is surrounded by acres of scenic woodland. The Academy trains the future commanders and staff officers of all three UK Armed Services and those from many countries around the world. Other benefits of working on this site include:
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 we offer**:
25 days annual leave plus bank holidays and the chance to purchase additional days.
Serco discounts which include cinema, entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
We are constantly challenging ourselves and each other to deliver brilliantly, and you will too, working in a company passionate about diversity and inclusion.
A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, apprenticeships, formal study and much more to support you to build your career with Serco.

To discover more about our careers in Defence, meet our team, and to find out more about what we offer, please follow this Link. We’re also a signatory of the UK Governments Women in Defence Charter, to find out more please click here.

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