IT Service Desk Analyst

IT Service Centre Engineer x 3

Lincolnshire County Council, LN2 1HJ

Salary: £25,000 

Band 7 + Benefits

The IT Service Centre Engineer will be part of a multi-disciplinary team that provides Service Desk, Mobile Telephony, Asset Management and Product Catalogue services for our client Lincolnshire County Council.

The role will sit across all these teams handling all IT Incidents and Requests raised by Lincolnshire County Council. They will answer phone calls, respond to Portal raised tickets, triage, assign to the relevant level 2 and level 3 teams, or resolve.

The role will include updating and maintaining an asset register and a Product Catalogue.

All tickets to be completed will be defined in the Service Catalogue, within the agreed SLA's.

This includes Incident Management, Event Management, Problem Management (first level), Access Management and Request Fulfilment (first level).

Key accountabilities

• To provide the first contact support for all IT Incidents and Service Requests for all 1st line tasks within the Service Catalogue
• Provide first assessment of incoming calls and tickets raised via a portal.
• To provide a single point of contact for customers.
• To facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
• Work towards a high first-time fix rate (using remote control software as necessary).
• Provide technically accurate solutions to customers.
• Pass issues to second line and third line support where necessary
• Review impact and prioritisation of issues and escalate major issues to the Incident Manager.
• To record all activity for inbound Incidents and Service Requests in the designated Ticket Management System, ensuring that all Incidents and Service Requests contain full details, have the correct category and sub-category designation and are correctly prioritised
• To assist the Asset Manager in maintaining and updating the asset register.
• To assist the Product Catalogue Lead in maintaining and updating the Product Catalogue.
• Ensure ownership is taken of user issues.
• Actively communicate with the customer.
• Ensuring company Health & Safety standards are always met.
• Follow ITIL guidelines where applicable.

Essential technical and professional skills, knowledge, and qualifications

• Experience of Service Desk, Asset Life Cycle, Mobile Telephony or Desktop Support and with interest in Information Technology. Essential
• Requires a practical understanding of a technical area/discipline.
• Excellent interpersonal skills with the ability to communicate both orally and in writing to service users at all levels, colleagues, and professionals. Essential.
• Microsoft Office 365 products e.g., Word, Excel.
• Microsoft Operating systems - Windows 10.
• Mobile devices - Microsoft, Android & Apple.
• Microsoft Exchange administration (On Prem and Exchange Online).
• Microsoft InTune/Microsoft Endpoint Manager.
• Microsoft Azure.
• Microsoft Active Directory and Microsoft Azure Active Directory.
• Remote Control Tools.
• Remote working solutions (Citrix, VPN, AOVPN).
• Understanding of network protocols such as TCP/IP.
• Understanding of PC/Laptop and Printer Hardware.
• Experience of remote reimaging.
• Experience of software deployment via SCCM/Configuration manager.
• Professional and punctual. Essential.
• Excellent telephone manner and service etiquette. Essential.
• Expert in 1st Line Support procedures and protocols. Essential.
• Ability to perform with consistent accuracy in relation to data input. Essential.

Full training in all areas is provided.

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: As a team we are 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. 

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: As a team we are 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.

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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.

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. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.