OOH Service Desk Analyst

  • Job Reference: 99682
  • Date Posted: 12 November 2020
  • Employer: Serco Limited
  • Website: https://www.serco.com/careers
  • Location: West Midlands (B91 3LT), United Kingdom
  • Salary: £23,000 to £27,000
  • Sector: I.T. & Communications
  • Job Type: Full Time
  • Duration: Undefined

Job Description

Service Desk Analyst - Out of Hours

Homer Road, Solihull

Up to £27,000 per annum (based on experience) plus benefits and 25 days annual leave


Working on a multi-client Service Desk, as our Out of Hours (OOH) Service Desk Analyst you'll perform as a first line IT support and Incident Management function within the Service Desk, providing support to all customers across all contracts on a 24/7/365 rota basis.

You'll be a single point of contact for all stakeholders in relation to IT issues and incidents providing exceptional standards of support to all customers and support a variety of products, services, and platforms.

Outside of core business hours you'll 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 as required.


About you

To be successful in this role you will need to be organised, able to plan and prioritise and be a real problem solver! So as well as excellent IT skills you'll be someone who is thorough in your working approach and be comfortable in dealing with multiple tasks at once.

You'll be familiar with SIAM methodology, demonstrate experience of working on a Service Desk and hold an ITIL Foundation qualification. Due to the nature of the role you will be flexible to work on a 24 hour round the clock shift rotation to ensure our service is kept running.

The role requires a pro-active, well-organised, self-motivated, confident individual with a methodical approach to problem solving and excellent customer service skills. Your ability to communicate effectively (both written and verbally) as well as being a committed team player is vital in keeping your internal customers happy.


Why Serco?

Meaningful and vital work:  You'll provide efficient IT support to the wider business ensuring they can continuously provide vital public services with the support of our systems and technology.

A world of opportunity: Working for a globally operating business delivering essential services across 5 vital sectors, your next opportunity and challenge won't be hard to find.

Great people: You'll find yourself working with a variety of highly motivated, supportive and experienced colleagues, where no two days are the same.  



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. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports 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).