TEB Service Desk Analyst
Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".
Your Opportunity
We are looking for a TEB Service Desk Analyst role will undertake a range of 1st line tasks in support of Serco Middle East (SME) Technology Service Delivery to its customers
The ideal candidate should have the ability to perform a variety of tasks depending on experience and capability to ensure that effective Technology Services are delivered as per Information Technology Infrastructure Library (ITIL) good practices and agreed Service Level Agreements (SLA).
This role is part of the Technology Enabled Business (TEB) job family and will be based in our corporate office in Dubai.
Key Accountabilities
- Primary responsibility is user support and customer service. Being present and available to customers requiring technical assistance.
- Respond to queries and requests via emails, phone calls, chats, and web portal.
- Accurately log all Incidents, Service Requests, Problem tickets, Project tasks and Change Requests using the Service Management application. Ensure that all incoming Incidents, Service Requests, Change Requests are logged, diagnosed, and escalated to appropriate teams and with consistent quality standards.
- Liaise with each domain in the TEB Department and Vendor Engineers for tracking and closure of Incidents, Service Requests, Problem tickets, Project tasks and Change Requests.
- Responsible for the effective escalation in cases where the Incident resolution, Request Fulfilment, Change implementation, Project work progress is being hindered/stalled in any way.
- Communicate/escalate all high priority incidents ensuring that the communication process is adhered to.
- Carry out quality self-assessments of all Incidents, Service Requests, Change, Project, and Security tasks to provide feedback on areas for improvement.
- Identify trends in Incidents and Service Requests to enable reduction in volumes.
- Liaise with vendors for quotes.
- Raise purchase orders for Technology Equipment and services.
- Liaise with vendors for effective tracking and closure of deliveries.
- Reinforce SLAs to manage end-user expectations.
- Manage own workload in an accurate and timely manner.
- Adhere to TEB Service Desk policies and procedures.
- Perform and carry out duties as instructed / directed by TEB Service Desk Lead.
- Be a champion for change, innovation, and technology-based improvements
- Assist with reports on Assets and CIs including status accounting of CIs.
- Responsible for contributing towards recording and maintaining Delivery and Information Security risks related to Service Desk and End User Technology.
- Be a conduit between contracts, TEB Service Desk and TEB Technology Solutions team.
- Assist TEB Field Services Lead, TEB Service Desk Lead and TEB Head of Service Delivery in trend analysis based on reports generated.
- Assist in creation of communications for the region.
- Identify and assist in implementing solutions for improving Service Desk capability and services.
- Escalate any areas of concern (skills gaps, potential problems) to senior management.
- Work with TEB Service Desk Lead to develop and maintain Procedures, local Work Instructions and Service Desk Operations Manual for all Service Desk operations
Specific Requirements (What we are looking for in our candidates)
- Bachelor’s degree in Information Technology / Computer Engineering / Computer Science or equivalent
- Information Technology Infrastructure Library (ITIL) version 3 or 4 Foundation certificate
- Minimum 1 year, preferably 2 years of experience in a Service Desk Analyst role (Middle East experience preferable)
- Experience in supporting IT Services as per ITIL Service Management Standards
- Experience in usage of Service Management Tool such as ServiceDesk plus, Remedy, ServiceNow or equivalent for logging, documenting, and closing Incidents, Service Requests, Change Requests and Problems.
- Experience in handling Incidents and Service Requests related to Windows Operating Systems and Microsoft Office application suite.
- Fluent in written and spoken English
- Good interpersonal and communication skills and confident in communicating with people across all levels within the company.
- Ability to provide technical support over the phone having professional demeanour.
- Ability to work well under pressure and meet deadlines.
- Attention to detail and willingness to learn.
- Self-starter and the ability to work independently as well as part of a team
- Ability to handle confidential information in strict confidence.
What’s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:
- Competitive monthly pay and allowances that are commensurate with the role and industry standards
- Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
- We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
- We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
- We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture
- We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
- As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.
Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.
Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.
