# OOH Service Desk Analyst at Serco

Serco is hiring an OOH Service Desk Analyst. It pays £26k-£28k a year and Level rates it Little AI ●○○○; you can [apply on Serco](https://jobsbylevel.com/go/68ebd2e2-2af9-4802-8c1a-105a3af3b100?utm_medium=ai-agent).

AI Level 1, AI centrality 38 out of 100. Solihull, West Midlands, United Kingdom.

## Details

- Company: [Serco](https://jobsbylevel.com/companies/serco)
- AI level: AI Level 1 (score 38 out of 100)
- Location: Solihull, West Midlands, United Kingdom
- Salary: £26k-£28k
- Posted: October 21, 2026
- Apply: https://jobsbylevel.com/go/68ebd2e2-2af9-4802-8c1a-105a3af3b100?utm_medium=ai-agent

## Description

Office Based (Monday–Friday day shifts) / Home Working (night shifts and weekends) Full Time, Permanent Shift Pattern: Rolling 4-on, 4-off shift pattern £6,000 annual shift allowance (£500 per month) Band 6 / £26,000 - £28,000 (dependent on experience) At Serco, we’re looking for an experienced OOH Service Desk Analyst to join our Digital Client Services team, providing high-quality IT support and incident management across a multi-client Service Desk. This is more than a traditional first-line Service Desk role. You’ll provide both first and second line IT support, acting as a key point of escalation and taking ownership of incidents through to resolution. Outside of core business hours, you’ll play a particularly important role in restoring normal service as quickly as possible when there are major incidents, outages or service degradation. You’ll work with operational IT teams, suppliers, Incident Managers and Duty Managers to coordinate responses, while keeping customers and key stakeholders informed throughout. We’re looking for someone who already has solid IT Service Desk experience and is comfortable working independently, making decisions under pressure and delivering an excellent customer experience. As part of this you’ll: Provide first and second line IT support across a range of products, services and platforms. Act as the first point of contact for customers and end users, taking ownership of incidents and requests through to resolution. Manage critical (MI), major (P1) and degradation (P2) incidents outside of core business hours. Assess, prioritise and triage incidents, escalating to the appropriate resolver teams when required. Coordinate with operational IT teams, suppliers, Incident Managers and Duty Managers during major incidents and service outages. Participate in incident bridge calls and maintain accurate incident records, timelines, actions and communications. Deliver remote troubleshooting and resolution for hardware, software and access issues wherever possible. Work to agreed SLAs and KPIs, ensuring incidents and customer contacts are managed within contractual targets. Keep customers and key stakeholders informed throughout incidents, providing clear and timely updates. Contribute to the Service Desk knowledge base and identify opportunities to improve service delivery and customer experience. Support colleagues through knowledge sharing, training and escalation support when required. Follow Serco policies, procedures, security requirements and contractual obligations. What you’ll need to do the role: At least 2 years’ experience working within a Service Desk or IT support environment. Experience providing first and/or second line IT support. Experience working in a customer-focused environment where delivering excellent service is a priority. Experience of incident management, including recognising and appropriately escalating high-severity incidents. The confidence to work independently and make sound decisions in a pressurised environment. Excellent customer service, communication and interpersonal skills. A logical and methodical approach to troubleshooting and problem solving. Experience diagnosing hardware and software issues. The ability to manage competing priorities while working to strict SLAs and KPIs. Strong attention to detail, particularly when recording incidents, actions and customer communications. Experience using a Service Management System. ServiceNow experience would be advantageous but is not essential. Experience with remote support tools would be advantageous. A proactive approach to identifying opportunities for service and process improvement. The flexibility and ability to work a 24-hour rotating shift pattern. The ability to obtain and maintain Full SC Clearance, where required by the contracts supported. A strong commitment to security, confidentiality and professional conduct. The shift pattern: This is an out-of-hours role, so flexibility to work a rotating shift

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/ooh-service-desk-analyst-at-serco-ea3df9

Source: https://jobsbylevel.com/jobs/ooh-service-desk-analyst-at-serco-ea3df9

## Cite this page

Level. https://jobsbylevel.com/jobs/ooh-service-desk-analyst-at-serco-ea3df9.

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