Service Desk Analyst

Overview

Are you looking to develop your IT career? Maybe it''s your first step, maybe you’re looking for the next step. If you have the knowledge or expertise in delivering outstanding IT service management, we can provide you with the right tools to become a successful member of our brand Service Desk Team. We are building a new team of Service Desk Analysts to initially provide 1st Level support to one of Sopra Steria''s public sector clients. The type of queries you will be handling could range from resetting passwords and processing access requests to resolving more technical issues. We expect you to resolve each query with outstanding customer service, take action as trained, and highlight more complicated issues to the appropriate colleagues. You will take ownership of more complex queries that have been escalated and, through training, learn to prevent recurrence. This is a brand-new team and those joining early will have the chance to shape the team and grow with it. Due to the nature of the role, successful applicants must be eligible and willing to be put forward for SC clearance, with potential for DV clearance. The role supports a 24/7/365 operation and will be based on site at our location in Farnborough.What you’ll be doing

Successfully handling IT related queries to support the service delivery, within contractually agreed time frames.Delivering exceptional customer service to a variety of customers across the business.Taking ownership of each query and fulfilling the necessary actions, potentially liaising with colleagues, to get to the right resolution.Raising any complex issue through the right channels and following up to ensure the incident is resolved in a timely manner.Taking responsibility for our work and supporting senior members of staff to help shape the service and build the reputation of the team from the beginning.Experience in delivering outstanding customer service across different platforms, preferably in a telephony based role.A natural curiosity to investigate and solve issues as quickly and accurately as possible.Confident communication skills with the ability to adapt them appropriately with colleagues and customers at all levels.IT based qualifications or experience in a technical support environment.Requirements

Experience within a Service Desk environment (preferred).ITIL or other relevant IT qualifications.Valid and existing SC Clearance (with potential for DV Clearance once onboarded, so candidates will need to be eligible and willing to be put forward for that too).Details

Employment Type: Full-time, PermanentLocation: FarnboroughSecurity Clearance Level: SC clearance (Potential for DV Clearance once onboarded)Salary: £25,000 - £30,000Benefits: 25 days annual leave with the option to buy additional days, health cash plan, life assurance, pension, and flexible benefits fundLoved reading about this job and want to know more about us? Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK''s Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK''s most complex safety- and security-critical ..... full job details .....