Apprenticeship Opportunity - Service Desk Analyst

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This is a key customer facing role within the Derby Service Centre Team with responsibility for providing Service Desk Support Services to agreed Service Levels.

The Service Desk Analyst will work as part of a team taking calls from Derby City Council and Derby Homes end users, providing first line technical support where appropriate and accurately assigning calls to resolving groups and 3rd parties.

Responsibilities:

To provide excellent customer service at all times

To ensure that Incidents and Service Requests are resolved in line with the agreed

Service Level Agreements and agreed processes working alongside the local support teams

To ensure that all Incidents and Service Requests are logged and assigned correctly

To contribute to the development and maintenance of processes and procedures

To liaise with Derby Client teams (ITLOs) to ensure effective end-to-end processes and relationships are maintained

To maintain relationships with the Serco Central support teams and third parties and ensure common processes are followed

Training to be provided: L3 Diploma for ICT Systems and Principles for It Professionals

Qualifications required: Two GCSEs Grades A to C in Maths and English (or acceptable equivalent). You will also need to complete an initial assessment, which will help us guide you to the most appropriate programme to meet your needs.

For full vacancy details and to apply for this opportunity please visit:

On occasion we receive significantly more applicants than expected for some vacancies. Under such circumstances we reserve the right to bring forward the closing date of the advertisement. Therefore you are advised to apply for the role promptly to avoid disappointment. If you have any queries or additional requirements please do not hesitate to contact the Serco Recruitment Team on .

Salary: £192.31 per week. Date posted: 30/05/2013