Service Desk Analyst

**Are you familiar with IT? Do you want to start your career as a Service Desk Analyst?**

This role would be suitable for someone who currently holds DV clearance, and would like to kick start their career within IT.

We deliver transformational digital IT programmes to our clients in order to modernize and disaggregate their IT estates while ensuring the highest levels of Service. We are looking for someone to work within an existing Service Desk capability team.

The Service Desk Analyst’s primary function is to manage the allocation of incident and request tickets (08:00 to 17:00) to the appropriate resolver groups and to perform the hardware procurement function for the service in line with the associated processes.

In addition to these primary functions, they will be involved in a range of Management Information and service reporting. As they become proficient in their primary role, further development of the role will include taking on the Catalogue Management functionand gaining knowledge of the areas of resourcing for the Service aspect of the Account.

**Key Responsibilities**:

- Review I.T tickets to ensure appropriate information had been recorded
- Assign I.T. tickets to the appropriate resolver groups
- Procuring I.T. hardware and liaising with 3rd party suppliers
- Reporting on service metrics
- Compiling and distributing daily service report to internal stakeholders
- Compiling a breach report regarding incidents and liaising with engineers to prevent the breaches

**Essential Skills**:

- Articulate and able to maintain good relationships with colleagues and clients.
- Delivers a high-quality customer service in a professional manner, creating trust and confidence.
- Excellent communicator.
- Effective team player, who constantly displays commitment and flexibility.
- Assimilates and applies policies and procedures consistently.
- Accurate and timely delivery of tasks
- Effective problem solver
- Excellent organisational skills
- Attention to detail

Desirable Skills:

- Intermediate Microsoft Office skills

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

**Employment Type: Full-time
Location: Cheltenham
Security Clearance Level: Must have DV Clearance
Internal Recruiter: Josh Huggins-Smith

**Salary**: £20,000 to £24,000
Benefits: 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund**

**Loved reading about this job and want to know more about our company?**

Sopra Steria’s 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 privilegedenvironment. 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 forthe customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety
- and security-critical markets.

Our technical specialists deploy systems running many of the major operating systems such as Microsoft Windows, Mac OS, and multiple Linux distros. We also provide Messaging and Collaboration systems and support, Application packaging and deployment, alongwith supporting Infrastructure and Cloud services and support. Our time can be split between our services and project work, so we have the chance to be multi-disciplined and access to a range of technologies.