Service Desk Analyst (Swindon, Wiltshire, GB, SN6 8LA)

Serco
United Kingdom
Workplace: OnsiteFull timeGBP 28,330.74+ annuallyFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Problem-solving","Methodical approach","Adaptability"]

Serve as first point of contact in the Defence Academy Service Desk, handling calls, emails, and face-to-face requests across ICT, facilities, and logistics services. Log and manage incidents and service requests, perform first-line diagnosis and resolution, escalate to second-line teams, and track progress to service levels. Maintain user accounts in Active Directory and related systems, and contribute to service performance reporting and continuous improvement.

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FursaFursa
Serco
Serco
1 week ago

Service Desk Analyst (Swindon, Wiltshire, GB, SN6 8LA)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Serve as first point of contact in the Defence Academy Service Desk, handling calls, emails, and face-to-face requests across ICT, facilities, and logistics services. Log and manage incidents and service requests, perform first-line diagnosis and resolution, escalate to second-line teams, and track progress to service levels. Maintain user accounts in Active Directory and related systems, and contribute to service performance reporting and continuous improvement.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Handle telephone calls, emails, self-service requests, and face-to-face enquiries through the Service Desk.
  • •Log, manage, prioritise, and track incidents and service requests using helpdesk systems.
  • •Provide first-line diagnosis and resolution wherever possible.
  • •Escalate unresolved issues to second-line support teams and monitor progress against service level agreements.
  • •Create and maintain user accounts within Active Directory and related systems following established procedures.

Pay and Benefits

Salary: GBP 28,330.74 annually
Perks:PensionEmployee AssistanceLearning BudgetPaid LeaveVirtual Gp

Key Requirements

  • •Excellent customer service skills with a professional telephone manner.
  • •Clear, confident communication verbally and in writing.
  • •Methodical approach to problem-solving and decision-making.
  • •Comfort working in a Microsoft Windows environment and willingness to develop IT skills.
  • •Ability to thrive in fast-paced, customer-facing environments and adapt to changing priorities.
Experience:Customer-facing support
Skills:Customer serviceCommunicationProblem-solvingMethodical approachAdaptability
Tech Stack:Active DirectoryMicrosoft WindowsHelpdesk systems

Eligibility

Security Clearance:BPSSCTCSC

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn