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First Line Analyst

  • Location


  • Sector:

    Business services

  • Job type:


  • Salary:

    £18000 - £21000

  • Job ref:

    165346, WD24 7RZ

  • Published:

    about 1 month ago

  • Expiry date:


  • Client:

    Serco Group Plc

Job Description

You will be working in our IT Service Centre which is the front line for all customer service requests and IT Service Incidents raised by Hertfordshire County Council. The role is to provide front line point of contact service support via traditional service channels such as telephone, portal, chat and email.

This role encompasses IT Service Centre call answering, Account Administration, 2nd line support and SAP support depending on experience, skill set and further enhanced training. As a foundation, all support roles within the Service Centre will be required to provide 1st line service support to our customer via any channel

All members of the team will be assigned primary & secondary activities subject to their skill level and demands of the business and will be expected to be flexible in order to provide the highest levels of customer service.

Candidate Description

You will need experience of Service Desk and Desktop Support and with interest in Information Technology, with aspirations to progress into an IT based career would be an advantage.

You must have effective interpersonal skills with the ability to communicate both orally and in writing to service users at all levels, colleagues and experience with Microsoft products and have an excellent telephone manor.

Application Description

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.

Employer Description

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.