SSCL IT Service Desk Analyst

Are you an experienced 1st Line Support Engineer looking for a new role?

SSCL are on the lookout for an experienced 1st Line Service Desk Analyst to join a busy team supporting 3000 customers across a variety of different areas. The ideal candidate will have excellent communication and customer service skills with the technical acumen to match. This role puts you in an excellent position to learn, develop and progress your career, even offering opportunities to get involved with project work!

This role is home based with occasional travel for team meet ups.

Due to the chance of exposure of sensitive material we are only able to progress with candidates eligible for SC and NPPV2 clearance.

What you’ll be doing:

• To act as the primary focal point for customers to communicate all general IT queries, incidents and Requests relating to services provided by SSCL/CITB IT.
• It is the responsibility of the service desk analyst to manage incidents and requests through its full life cycle to a satisfactory resolution.
• To resolve as many IT enquiries and incidents as possible at the first call.
• To record accurately and fully all calls on the ITSM System. This should be in accordance with the latest version of the Service Desk Operational Procedures.
• Promote good team work to deliver a professional service both within own team and with other resolver teams to ensure that internal and external Key Performance Indicators are achieved.

What you’ll bring:

• Proven experience of Customer Service or working on a helpdesk in an IT environment.
• A proven level of technical knowledge, such as Microsoft MCP qualified, advantageous but not essential.
• Proven experience and knowledge of MS office packages (at Beginner / intermediate level), email systems, specific technologies or qualifications may be required depending on the requirements of the role.
• Proven Customer service skills and experience of dealing and resolving difficult customer issues. Should be able to demonstrate customer service excellence.
• Experience of working within Service Level Agreement’s.
• Excellent organisational skills and be used to working to deadlines in a demanding environment.
• Awareness of ITIL service management processes and practices is advantageous but not essential, ITIL Foundation v4 qualified.

If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent
Location: Home Based
Security Clearance Level: SC & NPPV2
Internal Recruiter: Olly Walker
Salary: Up to £28,500
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Shared Services Connected Ltd (SSCL), part of the Sopra Steria UK Family, is the market leader in critical business support services for the UK public sector. Operating at size and scale since 2013, SSCL has delivered over £950 million of savings – providing more funds for front line public services. We transform services using digital solutions and innovative technology, developing platforms that enable flexibility to meet the changing needs of our Government, Defence and Police clients.

We employ around 3,000 people who sit at the heart of our business strategy. Their passion and connection to our values and our purpose is what sets us apart and recognises SSCL as one of Great Place To Work® UK’s best workplaces. We deliver social value within our services and work with our clients and community partners to support programmes such as education and employability initiatives across the UK.