First Line Analyst

  • Job Reference: 165346
  • Date Posted: 25 November 2021
  • Employer: Serco Limited
  • Website:
  • Location: Hertfordshire (WD24 7RZ), United Kingdom
  • Salary: £18,000 to £21,000
  • Sector: Administration
  • Job Type: Full Time
  • Duration: Permanent

Job Description

First Line Analyst

County Hall, Hertford (hybrid home and office working)

Full time - Permanent

£18,000 - £21,000


Here at Serco we are recruiting for a number of First Line Analysts to join the team at Hertfordshire County Council.

You will be working  in our IT Service Centre which is the front line for all customer service requests and IT Service Incidents raised by Hertfordshire County Council. The role is to provide front line point of contact service support via traditional service channels such as telephone, portal, chat and email.

This role encompasses IT Service Centre call answering, Account Administration, 2nd line support and SAP support depending on experience, skill set and further enhanced training. As a foundation, all support roles within the Service Centre will be required to provide 1st line service support to our customer via any channel

All members of the team will be assigned primary & secondary activities subject to their skill level and demands of the business and will be expected to be flexible in order to provide the highest levels of customer service.



What you'll need to do the role

You will need experience of Service Desk and Desktop Support and with interest in Information Technology, with aspirations to progress into an IT based career would be an advantage.

You must have effective interpersonal skills with the ability to communicate both orally and in writing to service users at all levels, colleagues and experience with Microsoft products and have an excellent telephone manor.


Why Serco?

Meaningful and vital work: We understand the culture of public service delivery and the obligations on us as a trusted partner to government.

A world of opportunity: Customer Service's is growing and developing, and you'll be able to contribute to and be a part of this.

Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment. 


What we offer:

  • Up to 6% contributory pension scheme
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships
  • We offer flexible/agile working environments and the chance to buy annual leave as part of the Annual Leave Purchase Scheme
  • A company passionate about diversity and inclusion


If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.




About Serco

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.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 



Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident level 3 employer and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 


At Serco we support fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.