Job Title: Senior Service Desk Analyst

Location: Malvern with adaptive working

Package: Highly Competitive Salary + Benefits Package

Role Type: Full-time / Permanent
Role ID: SF 17278

Be part of the QinetiQ journey. Join us as a Senior Service Desk Analyst where you will have the opportunity to work with cutting-edge technology and many of the industry’s most brilliant minds.

The Role

As a Senior Service Desk Analyst, you will act as the face of QinetiQ to external customers, on a day to day basis, for services and products purchased by these organisations. Ensuring that customer satisfaction is maintained at all times when dealing with the issues and requests of service and product consumers and provide first time fixes to problems.

Day-to-day you will:

• Act as a point of escalation within the service desk team, providing guidance and advice to team members, providing support and enable efficient management of the Service Desk function
• Be responsible for the day-to-day support of the service desk workload and providing senior support to peers.
• Engage with internal managers and employees to ensure service is successfully delivered and is able to resolve customer queries with minimum guidance
• Fulfil service request demand, such as raising purchase orders for product supply, and fixing issues first line through detailed analysis of incidents and applying working technical knowledge and experience in order to remove the need to escalate to subject matter experts
• Deal with Customer service request, queries, complaints and issues as appropriate, engaging with technical support teams to ensure tickets are updated and completed as required
• Use the ITSM tool on a daily basis, including accurate classification, prioritisation, triage, and allocation of tickets and produce a variety of accurate reports specific to customer and business requests

This role is full-time, 37 hours per week based out of our Malvern site.

Essential experience of the Senior Service Desk Analyst:

• Significant experience in the service delivery of complex service and product propositions
• Knowledge of information technology used to underpin services and digital tools in the management of these services
• Leadership experience to support and guide the service desk agents
• Knowledge of information technology used to underpin services and digital tools in the management of these service

Qualifications for the Senior Service Desk Analyst:

• ITIL V3 / ITIL V4 Foundation qualified
  

Please note that all applicants must hold, or be able to achieve for Security Clearance as a minimum.

UKSV National Security Vetting Solution: guidance for applicants - GOV.UK (www.gov.uk)

Our Benefits

• Adaptive and flexible working
• Generous holiday allowance
• Health Cash Plan, Private Medical Insurance, and Dental Insurance
• Matched contribution pension scheme, with life assurance
• Employee discount portal
• Holiday Trading
• Support for the Armed Forces community
• Payroll Giving and Volunteering

Our volunteering programme enables our people to use their professional skills to make a positive difference in our local communities, for example STEM (Science, Technology, Engineering and Maths) ambassador days in schools. We support a number of charities that are important to our people, including those which help the defence community.

Why Join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture.

About QinetiQ

As a company of thousands of dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. Come and find out how you can play a role.

Security

Please note that many roles in QinetiQ are subject to national security vetting. Applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment, subject to approval. A number of roles are also subject to restrictions on access to information, which mean factors such as nationality, previous nationalities held and the country in which you were born may affect the roles that you can be employed in.

Application Guidance
If you have a disability or need any reasonable adjustments during the application and selection stages, please contact your regional recruiting team in strictest confidence. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.

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