Company:

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.

Our technical specialists deploy systems running many of the major operating systems such as Microsoft Windows, Mac OS, and multiple Linux distros. We also provide Messaging and Collaboration systems and support, Application packaging and deployment, along with supporting Infrastructure and Cloud services and support. Our time can be split between our services and project work, so we have the chance to be multi-disciplined and access to a range of technologies.

Role Overview:

Working within the existing team to enable cover across 08:00 to 17:00, the Service Desk Analyst’s primarily role is to manage the allocation of Incident & RFC tickets to the appropriate Resolver Groups and perform the Procurement function for the Service in line with the associated Processes. In addition to these primary functions, they will be involved in a range of Management Information & KPI reporting.  As they become proficient in their primary role, further development of the role will include taking on the Catalogue Management function and gain knowledge of the areas of SAFE and Resourcing for the Service side of the Account.  

Key Responsibilities:

• Manage and take ownership of all change/problem/incidents.
• Investigate problems, according to impact, through to resolution or error identification.
• Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
• Assist with the handling of MI – Major Incident and identifying the root cause.
• Review all implemented changes/problem/incidents to ensure that they have met their objectives.
• Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.
• Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures.
• Monitor and audit the process, using qualitative and quantitative Key Performance Indicators.
• Schedule and attend meetings according to the process and Governance Structure.
• Identify any areas of difficulty or areas for improvement providing a quality service to the customer.
• Review the processes and make recommendations for improvements.
• Liaise with all necessary parties (including external 3rd parties) to co-ordinate.
• Change building, testing and implementation in accordance with customer’s schedules.
• Manage all change/problem/incidents and escalate any issues to Problem/Change Manager.

Essential Skills:

• Experience and knowledge of MS office packages (at intermediate / advanced level), Lotus Notes and SMS or equivalent
• Experience of working on a helpdesk in an IT environment

Full time Permanent
Location Cheltenham
Security Clearance Level DV clearance is required.
Internal Recruiter Josh
Salary £20,000 to £25,000
Benefits 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund

Although this role is advertised as full-time, 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.