OOH Service Desk Analyst

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. Job Title: OOH Service Desk Analyst Base Location: Solihull Salary: Competitive salary per annum, plus benefits Working on a multi-client Service Desk, the Out of Hours Service Desk Analyst performs 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. The role requires a pro-active, well-organised, self-motivated individual with a calm and logical approach to problem solving as well as possessing excellent customer service skills. To provide a single point of contact for all stakeholders in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner. Outside of core business hours an out of hours Service Desk analyst must 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 and Duty Managers as needed. About the role Outside of core business hours responsible for managing critical (MI) (escalated to on call IM and DM), major (P1) and degradation (P2) incidents through to resolution as quickly as possible. Recognition of and ability to determine the impact of an incident and applying the correct priority. To communicate with key business stakeholders and on-call Incident Management and Duty Managers; recognising when necessary to do so. Ensure that Incident records are fully documented both during and after the incident including keeping an accurate timeline of all events and actions taken. Fix >60% of incidents at first contact (where possible) Ensure that incidents are dealt with according to customer and priority needs Ensure that incidents are assigned to the correct resolver team Take ownership of logged incidents, tracking the progress of all incidents and requests and follow-up with the customer to ensure that they are satisfied with the resolution Follow processes to ensure that a high quality of service is provided to internal and external customers Complete milestone events during shifts and a shift handover Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users Work with the change/problem management team or other teams as required Act as a single point of contact for end-users Contribute to Incident and Problem Management teams as and when required Take part in testing of new releases or contribute to project work as required Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments and identify potential areas for improvement About you Familiarity with Serco SIAM methodology Experience of working on a Service Desk ITIL Foundation Full SC Clearance (as required by supported contracts) Flexibility to work on a 24 hour round the clock shift rotation Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. Google Chrome is the preferred browser to access Serco careers website This job was originally posted as www.cwjobs.co.uk/job/89918055