Role Overview
As a Service Desk Analyst, you'll have a role that's out of the ordinary. You'll be the first point of contact for IT support across Babcock's UK and international operations. This is a customer-facing role where your technical expertise and communication skills will help resolve issues quickly and efficiently, ensuring our teams can continue delivering critical services in defence, aerospace and engineering.
Responsibilities
* Answering incoming contacts including calls and live chat, logging and updating tickets to agreed standards.
* Using active listening to understand and prioritise customer needs against SLAs.
* Diagnosing and resolving technical issues using first line fix criteria.
* Escalating incidents to 2nd and 3rd line support when needed.
* Delivering exceptional customer service and meeting performance targets.
This role is full time, 37.5 hours per week working Monday to Friday, earliest start 6.30am and latest finish 5.30pm and is based at our Lakeside Offices and provides hybrid working arrangements.
Qualifications
* Proven experience in delivering excellent customer service in any industry either over the phone or a face-to-face role will be considered.
* Strong customer service skills, both face-to-face and over the phone.
* Ideally you will have experience using a Service Management system to manage incidents and requests.
* Confident IT user with the ability to apply technical fixes using standard IT toolsets or learn how to do so.
* Skilled in active listening and problem analysis. We value difference and don't have a fixed idea when it comes to background or education; provided you can show the required level of experience and/or willingness to learn then we would like to hear from you, The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.
About Babcock
We're Babcock, a global FTSE 100 organisation with over 26,000 people working together to make a difference. Here, you'll be part of something bigger. From initial design to final decommissioning, your work will contribute to products and services that are essential to national security and public infrastructure. Together, we’re building a future that lasts not just through the impact we make, but through meaningful careers that respect your work-life balance.
Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).
What we offer
* Generous holiday allowance
* Matched contribution pension scheme, with life assurance
* Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
* Employee share scheme
* Employee shopping savings portal
* Payment of Professional Fees
* Reservists in the armed forces receive 10-days special paid leave
* Holiday Trading to buy or sell annual leave
* 'Be Kind Day' paid volunteering leave
* Flexible working options where business needs allow
* A dynamic working environment with long-term career development opportunities
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