The Company 

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK’s Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.

The day job 

• To act as the primary focal point for customers to communicate all incidents, problems and requests relating to services provided by Sopra Steria.
• It is the responsibility of the service desk analyst to manage incidents and problems through its full life cycle to a satisfactory resolution. 
• To resolve as many incidents, problems and requests as possible at the first call.

Key responsibilities:

• To record accurately and fully all calls on the Remedy ITSM Toolset. 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 Steria businesses to ensure that internal and external Key Performance Indicators are achieved.
• To monitor and progress all incidents and problems through to completion. This includes observing the use of severity codes, ensuring that calls are appropriately escalated in accordance with the contracts service level agreements.
• To liaise between support teams, customers and development teams.
  Providing customers with accurate and timely feedback on the status of incidents, problems and requests, demonstrating customer service excellence at all times.
• To maintain accurate, complete and up-to-date documentation on Service Desk operational procedures for each business area using the Service Desk.
• The ability to explain technical issues in a Customer Friendly way

Required skills

You need to have:

• Proven experience of 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 intermediate / advanced level), Exchange and application support, 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, able to demonstrate customer service excellence.
• Experience of working within Service Level Agreements.
• Excellent organisational skills and be used to working to deadlines in a demanding environment.
• ITIL v3 Foundation
• MOD Security
• Remedy ITSM Toolset

It would be great if you had

• MCP qualification

If you are 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!

Full time permanent

Location Hampshire

Security Clearance Level – to apply for this position you must be DV cleared

Internal Recruiter Rebecca

Salary £26,000 per annum + benefits package

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.