Senior Service Desk Analyst OOH

Solihull | Other



Senior Service Desk Analyst (out of hours)
Solihull - Overnight and weekend shifts are worked from home

Full Time, 37 hours per week, Permanent 
£25,000 + £6 shift allowance per annum


Here at Serco, we are seeking an experienced Senior Service Desk Analyst to work on a multi-client Service Desk, the Out of Hours (OOH) Service Desk Analyst provides an IT support and Incident Management function within My Technology Customer Services, providing support to Serco and our customers across all contracts on a 24/7/365 rota basis. The role requires a pro-active, well-organised, self-motivated individual with a methodical approach to problem solving and excellent customer service skills.


You will 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.

As part of this you'll:


  • To maintain regular contact with customers ensuring they are updated as to the status of their incident or request
  • To maintain an awareness of the business and business updates and how these may relate to role and incoming work
  • To recognise high severity incidents and action in line with department processes
  • To recognise security incidents and action in line with department processes
  • Be responsible for delivering a high-quality IT support service in line with target
  • To be a point of escalation from Service Desk staff at Level 1
  • Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards i.e. use of templates
  • Record all appropriate information accurately within the SMS
  • Assist in the training and mentoring of colleagues
  • To promote the use of self-help and self-service tools to customers as appropriate
  • Ensure adherence to individual performance targets
  • Ensure that incidents are dealt with according to customer and priority needs
  •  Work/Liaise with the change/problem management team or other teams as required
  • Undertake desk side support visits as and when required
  • 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
  •  To operate in line with Serco's values of Trust, Care, Innovation and Pride.

What you'll need to do the role:


  • Excellent customer service and communication skills
  • Capable of working in a pressurised environment
  • Logical thinker and problem solver
  • Advanced Hardware and Software diagnosis
  • At least two years' experience of working on an IT Service Desk is desirable


Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.


What we offer:


  • Flexible working considered
  • Pension - 6%
  • Childcare vouchers
  • Bike4Work scheme
  • Employee Assistance Programme
  • Chance to contribute to innovation in the public services
  • A company passionate about diversity and inclusion
  • Serco Benefits

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.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, 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 and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. 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.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
03/02/2023 01:29:00
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