Overview

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.Responsibilities

Handle all requests to ensure they are logged, progressed and resolved as quickly as possible in accordance with our SLA''s.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 successfully 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.Qualifications / Skills

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.Be able to obtain and maintain appropriate Security Clearance (Serco will do this on your behalf).Working pattern

The desk operates between 0800-1800 Monday to Friday on a rota system. Approximately 1 week in 4 is a 10-6 shift; this varies and flexible working is available.Disability Confident

About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.Defence Academy context

The Defence Academy sits within a secure site which hosts 2 lakes and is surrounded by acres of woodland. The Academy trains future commanders and staff officers of the UK Armed Services and international counterparts. Other benefits of working on this site include:Free, secure onsite parking.Opportunities to join many sports and activity clubs (subsidised).Gym membership and two fully equipped gymnasiums.18-hole golf course (annual membership circa £375).Fully equipped riding stables with lessons available.Tennis courts, Astro-turf football pitches and more.Benefits

Salary: Competitive salaries with annual reviewsPension: Up to 6% contributory pension schemeHolidays: 25 days'' annual leave plus bank holidaysTraining and development: Wide range of learning opportunities with over 1,100 internal courses, funding for qualifications and apprenticeships, mentoring opportunities, and internal progressionWellbeing: 24/7 Employee Assistance Programme, healthline, wellbeing app, cash plans, and discountsDiscounts: Save across around 1,000 retailersShareSave scheme: Save and buy Serco shares at a discountEmployee networks: Supportive networks for colleaguesCharity: Paid volunteering day and payroll giving options

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