OOH Service Desk Analyst

Here at Serco, we are seeking an enthusiastic Service Desk Analyst to work on a multi-client Service Desk, the Out of Hours (OOH) Service Desk Analyst provides an IT support and Incident Management function within My Technology Customer Services, providing support to Serco and our customers across all contracts on a 24/7/365 rota basis. The role requires a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills.

You will provide a single point of contact for all stakeholders in relation to IT issues and incidents. As well as providing exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

Outside of core business hours an out of hours Service Desk Analyst must also lead restoration of normal service operation in the event of an outage or degradation of service as quickly as possible, coordinating operational teams and suppliers as necessary, devising and delivering communications to key stakeholders whilst engaging on-call Incident Managers and Duty Managers as needed.

As part of this you'll:

• Maintain regular contact with customers ensuring they are updated as to the status of their incident or request.


• Maintain an awareness of the business and business updates and how these may relate to incoming work.


• Recognise high severity incidents and action in line with department processes.


• Recognise security incidents and action in line with department processes.



• Be responsible for delivering a high-quality IT support service in line with targets.


• Be a point of escalation from Service Desk staff at Level 1.


• Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards i.e. use of templates.


• Record all appropriate information accurately within the SMS.


• Assist in the training and mentoring of colleagues.


• Promote the use of self-help and self-service tools to customers as appropriate.


• Ensure adherence to individual performance targets.


• Ensure that incidents are dealt with according to customer and priority needs.


• Work/liaise with the change/problem management team or other teams as required.


• Undertake desk side support visits as and when required.


• Contribute to Incident and Problem Management teams when required.


• Take part in testing of new releases or contribute to project work as required.


• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments.
  
  Excellent customer service and communication skills.


• Capable of working in a pressurised environment.


• Logical thinker and problem solver.


• Advanced Hardware and Software diagnosis.


• At least two years' experience of working on an IT Service Desk is desirable.


• Full SC Clearance or eligibility to obtain and sustain.


• Be flexible to work on a 24 hour round the clock shift rota.
  
  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.
  
  28 days annual leave.


• Annual leave purchase scheme.


• Up to 6% contributory pension scheme.


• Free onsite parking.


• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.


• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.


• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.


• A safe and supportive culture.


• A company passionate about diversity and inclusion.