Service Desk Analyst Apprentice

The Service Desk is the single point of contact for all services at the Defence Academy of the United Kingdom, 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 Service Desk Analyst Apprentice is responsible for the handling of these requests to ensure that they are logged, progressed and resolved as quickly as possible in accordance with our SLA's. The Service Desk operates between 08:00- 16:00 Monday to Friday.,

• Handle all telephone calls, emails, self service and personal visits to the Serco Service Desk.
• 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.
• Escalate unresolved incidents to second line support teams.
• Creation of user accounts in the People Directory and Active Directory in line with established Service Desk procedures.
  
  Maths and English GCSE grade A-C/9-4 or equivalent
• PC literate, with a good level of experience in MS Office including Outlook and Teams
• Ability to communicate at all levels, using a variety of communication methods (spoken, written, behaviour)
• Ability to work in a team environment or individually
  
  Opportunities for professional growth and development
• A supportive and collaborative team culture
• The chance to make a meaningful impact in our organisation
If you're ready to take the next step in your career and lead with passion and purpose, apply today! What we offer: 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.
• 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.
• Pension: Up to 6% contributory pension scheme
• Holidays: 25 days' annual leave plus bank holidays
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Mental Health First Aider support on site.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.