Overview

Serco, Solihull/Birmingham area, United Kingdom. Full Time, Permanent (37 hours Mon-Fri between 7am and 6pm on a shift rotation). Salary: £23,614 per annum.Role: Service Desk Analyst. Provides first line IT support and Incident Management within My Technology Customer Services, supporting Serco and its customers. Requires a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills.Responsibilities

Provide a single point of contact for all stakeholders regarding IT issues and incidents.Deliver high-quality IT support in line with targets; log, diagnose, and escalate incidents to appropriate queues and maintain quality standards (e.g., use of templates).Record all relevant information accurately within the SMS.Assist in training and mentoring colleagues; promote self-help and self-service tools to customers where appropriate.Maintain awareness of business updates and how they relate to incoming work.Recognise and action high-severity and security incidents in line with department processes.Adhere to individual and team performance targets; liaise with change/problem management and other teams as required.Undertake desk-side support visits as needed; contribute to Incident and Problem Management and project work as required.Develop and maintain knowledge of processes and stay up to date with new developments.What You’ll Need To Do The Role

Excellent customer service and communication skills.Ability to work in a pressurised environment; logical thinker and problem solver.Hardware and software diagnosis experience.At least two years’ experience on an IT Service Desk is desirable.Full SC Clearance or eligibility to obtain and sustain.Be flexible to work shifts as rostered.Why Serco, and What We Offer

Up to 6% contributory pension scheme.Free onsite parking.Serco discounts on cinema, Merlin entertainment, online shopping, mobile plans, and leisure centre memberships.Health and wellbeing benefits (Employee Assistance Programme, Health Cash Plans, free flu jabs, etc.).Career development training, leadership coaching, formal study opportunities.Supportive, diverse, inclusive workplace culture.About Serco

At Serco, we are a global company delivering essential public services across multiple sectors. We are committed to diversity and inclusion and support flexible and disability-inclusive employment where possible. We provide adjustments at interview and throughout employment as needed.How to Apply

Please click the apply button to complete your application. If needed, contact our recruitment team at 0345 010 4000 for assistance.

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