Service Desk Analyst

at  Serco Plc

UK Defence Academy, Shrivenham, Swindon SN6 8LA
Full Time, Permanent (37 hours per week)
£26,900 per annum plus benefits
Serco have an exciting opportunity for a Service Desk Analyst 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.
As our Service Desk Analyst, you will be responsible for handling all requests to ensure they are logged, progressed and resolved as quickly as possible 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 can work well under-pressure.
The desk operates between 0800-1800 Monday to Friday on a rota system. Approximately 1 week in 3 is a 10-6 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:

Take a pro-active role within the department to liaise with the customers and be fully conversant with workload.
Handle all telephone calls, emails, self-service, and personal visits to the Serco Service Desk.
Ensure all incidents and service requests reported 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.
Escalate unresolved incidents to second line support teams.
Creation of user accounts in the People Directory and Active Directory in line with established Service Desk procedures.
Continuously monitor incidents to ensure that they are successful resolved within contracted SLA’s and ensure the Coordinator and Head of Service Desk are alerted to incidents that are at risk of exceeding SLA’s.

WHAT YOU’LL NEED TO DO THE ROLE:

Excellent customer service skills, including excellent telephone manner.
Methodical in approach with strong problem-solving skills.
IT literate, willingness, and ability to further increase IT skills.
Experience of working in a high-pressure customer facing role.
Flexible in approach, and willing to work between 8-6 weekdays on a rota system.
SC Clearance – prior to appointment (Serco will do this on your behalf)
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.