OOH Service Desk Analyst

Serco
United Kingdom
Workplace: HybridFull timeGBP 26,000 - 28,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer service","Communication","Independent decision-making","Troubleshooting","Attention to detail"]

Provide first- and second-line IT support for a multi-client Service Desk, owning incidents from initial contact through resolution. Act as a key escalation point and manage high-severity (MI/P1) and degradation (P2) incidents outside core business hours. Coordinate with operational IT teams, suppliers, and Duty Managers, participate in incident bridge calls, maintain accurate records, and troubleshoot hardware, software, and access issues remotely to meet SLAs and KPIs.

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FursaFursa
Serco
Serco
2 days ago

OOH Service Desk Analyst

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Provide first- and second-line IT support for a multi-client Service Desk, owning incidents from initial contact through resolution. Act as a key escalation point and manage high-severity (MI/P1) and degradation (P2) incidents outside core business hours. Coordinate with operational IT teams, suppliers, and Duty Managers, participate in incident bridge calls, maintain accurate records, and troubleshoot hardware, software, and access issues remotely to meet SLAs and KPIs.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide first and second line IT support across products, services, and platforms.
  • •Serve as the first point of contact for customers and end users, owning incidents and requests through to resolution.
  • •Manage critical (MI), major (P1), and degradation (P2) incidents outside core business hours.
  • •Assess, prioritise, and triage incidents, escalating to resolver teams when required.
  • •Coordinate major-incident responses via bridge calls, maintain incident records, timelines, and customer communications, and troubleshoot remotely where possible.

Pay and Benefits

Salary: GBP 26,000 - 28,000 annually
Perks:Shift AllowancePension

Key Requirements

  • •At least 2 years’ experience working in a Service Desk or IT support environment.
  • •Experience providing first and/or second line IT support.
  • •Experience in customer-focused IT support where excellent service is a priority.
  • •Experience with incident management, including recognising and escalating high-severity incidents.
  • •Ability to work independently, make sound decisions under pressure, and follow strict SLAs and KPIs.
Experience:2+ yearsIT supportService deskIncident management
Skills:Customer serviceCommunicationIndependent decision-makingTroubleshootingAttention to detail
Tech Stack:ServiceNowService Management SystemRemote support tools

Eligibility

Security Clearance:Full SC Clearance

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