OOH Service Desk Analyst

Solihull | Other

Out of Hours Service Desk Analyst

Up to £31,000 DOE

Hybrid - Solihull

Overnight & Weekends are worked from home




Working on a multi-client Service Desk, the Out of Hours (OOH) 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.



Key Accountabilities

  • 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.
  • Ensure that the Service Desk is aware of all high priority incidents and current status.
  • Provide an exceptional customer experience
  • Fix >60% of incidents at first contact (where possible)
  • Ensure adherence to individual performance targets
  • Ensure that incidents are dealt with according to customer and priority needs
  • Ensure all incidents are accurately logged and to answer and log all incoming contacts to the service desk
  • 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
  • Assist in the training of colleagues and mentoring of new starters
  • 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
  • Undertake desk side support visits as and when required
  • Take part in testing of new releases or contribute to project work as required



What you need to do the job

  • Experience of working on a Service Desk
  • ITIL Foundation



Additional features of the role

  • Full SC Clearance (as required by supported contracts)
  • Flexibility to work on a 24 hour round the clock shift rotation

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.


Please click on the apply button to be taken to our careers website

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. 

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Contract Type
Expiry Date
29/09/2022 05:51:00
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