Working on a multi-client Service Desk, the Service Desk Analyst performs a first line IT support and Incident management function within the Service Desk, providing support to local government, public and commercial sector customers.

Key Accountabilities

  • Demonstrates strong interpersonal and communication skills
  • Can oversee the execution of tasks assigned and works well with own/ client teams to remove any obstacles.
  • Sets and meets customers (internal and external) expectations, promising only that which can be delivered.
  • Maintains regular contact with end-users ensuring they are updated as to the status of the incident or request
  • Maintains the respect of the customer.
  • Understands the relationship between work processes and the business.
  • Is aware of internal/external business issues and instigates the ideal course of action as a result, ensuring best practice always.
  • Has the ability to identify new opportunities within own area and appropriately engages client or manager in the pursuit of such opportunities.
  • Once opportunities have been identified, provides innovative, workable solutions / plans for take on and continued delivery of the service.
  • Recognises high severity incidents and action in line with department processes
  • Recognises security incidents and action in line with department processes

What you need to do the job

  • Answer all contacts within contractual SLA’s and meet all other SLA and KPI targets
  • Ensure communication delivered to users is accurate, appropriate and high-quality.
  • Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards
  • Deliver to first level resolution targets and improve on first level resolution
  • Deliver to remote resolution targets and improve on remote resolution
  • Triage contacts to support teams and escalation areas as required
  • Record all appropriate information accurately within the SMS
  • Contribute to Service Desk knowledge base
  • Manage own workload in an accurate and timely manner
  • Assist in the training and mentoring of colleagues
  • Maintain a positive and accurate image of the Service Desk.
  • Capable of working in a pressurised environment
  • Hardware and Software diagnosis

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

To apply click Here


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