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Helpdesk Administrator

Employer
Serco
Location
United Kingdom, Swindon
Salary
Competitive
Closing date
20 Oct 2022

View more

Clearance Level
SC, None / Undisclosed
Sector
Defence, Policing
Job Type
Permanent
Helpdesk Administrator

UK Defence Academy, Shrivenham, Swindon SN6 8LA

Full Time, Permanent (37 hours per week)

£23,293 per annum plus benefits

Serco have an exciting opportunity for a Helpdesk Administrator to join our team based at the Defence Academy in Shrivenham, Swindon. The Service Desk is the single point of contact for all services at the Defence Academy, including ICT, Facilities and Logistics requests. This is a multi-functioning Service Desk which varies in the types of requests we receive with the intent to resolve issues on a first-time resolution base.

The post holder will join a small but lively team of 6 individuals and will be responsible for handling requests to ensure that they are logged and resolved quickly in accordance with our SLA's. This role is fast-paced and varied, we're looking for individuals who are passionate about providing an excellent customer service experience and are able to work well under-pressure.

The desk operates between 0800-1800 Monday to Friday on a rota system. Approximately 1 week in 4 is a late shift however this varies, and flexible working is available.

Serco at the Defence Academy provides Facilities Management across all aspects of the site including Estates, Logistics, various Supporting Services, together with Cleaning, Catering and Waste Management through ESS.

Main responsibilities of the role include:
  • Take a pro-active role within the Department to liaise with your customers and be fully conversant with your workload.
  • Ensure all incidents & service requests reported to the Service Desk are correctly recorded and managed via the appropriate helpdesk tool.
  • Carry out initial diagnosis, categorisation and prioritisation of all incidents and service requests and perform first line resolution where applicable.
  • Creation of user accounts in the People Directory and Active Directory in line with established Service Desk procedures.
  • Maintain an awareness of the customer's evolving needs from the Service Desk and help to identify how these needs could be met.
  • Continuously monitor incidents to ensure that they are successfully resolved within contracted SLAs, and ensure the Coordinator / Head of Service Desk are alerted to incidents that are at risk of exceeding SLAs.


What you'll need to do the role:

We welcome all applications from recent college leavers, to seasoned customer-service professionals subject to the following:
  • IT literate, willingness, and ability to further increase IT skills.
  • Flexible in approach, willing to work between 8-6 on weekdays on a rota system.
  • Excellent communication and customer-service skills.
  • Experience of working in a high-pressure customer facing role.
  • Experience of working with IT in a Microsoft Windows environment & O365.
  • SC Clearance - prior to appointment.


The Defence Academy sits within a beautiful and secure site which hosts 2 lakes and is surrounded by acres of scenic woodland. The Academy trains the future commanders and staff officers of all three UK Armed Services and those from many countries around the world. Other benefits of working on this site include:
  • Free, secure onsite parking.
  • Opportunity to join many sports and activity clubs (heavily subsidised subscription costs).
  • Gym membership, the site boasting 2 fully equipped gymnasiums.
  • Site also has a heated outdoor swimming pool (open May-Sep).
  • 18-hole golf course (annual membership circa £375).
  • Fully equipped riding stables, with the opportunity for lessons.
  • Other sporting facilities include tennis courts, Astro-turf football pitches and much more.


What we offer:
  • 25 days annual leave plus bank holidays and the chance to purchase additional days.
  • Serco discounts which include cinema, entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • We are constantly challenging ourselves and each other to deliver brilliantly, and you will too, working in a company passionate about diversity and inclusion.
  • A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, apprenticeships, formal study and much more to support you to build your career with Serco.


Why Serco

Meaningful and Vital Work - Everyone in our Defence business has an important role to play in the smooth operation of the UK's Armed Forces. Whether you're joining us from the military or from a civilian background, you'll take great pride in supporting the military and the care we take of our defence customers.

A World of Opportunity - With over 70 military contracts here in the UK and a wide variety of roles, Serco can offer excellent opportunities for progression, whether that's in Defence or in another part of our multi-sector business. We also support our teams with a range of training and accreditations, from apprenticeships to chartered statuses.

Great People - Within Serco you'll find diverse and inclusive people that are driven by the same can-do attitude and values of Care, Trust, Pride, and Innovation. We are proud of who we are as individuals - and of how we come together as one team.

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.

Are you interested in finding out more about a career in defence with Serco?

To discover more about the amazing careers at Serco, meet our team, what we offer and women in defence please follow this Link . We're also a signatory of the UK Governments Women in Defence Charter, to find out more please click here .

Apply

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 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.

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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