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Introduction

In this role, you’ll work in one of our IBM Consulting Client Innovation Centres (Delivery Centres), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centres offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground-breaking impact for a wide network of clients. Our culture of evolution and empathy centres on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

We offer:

• Regular and frequent promotion and progression opportunities to ensure you can drive and develop your career with us
• Feedback and checkpoints throughout the year; no one off annual reviews here
• A multitude of training opportunities from classroom to e-learning, mentoring and coaching programs as well as the chance to gain industry recognized certifications
• Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks
• A culture where your ideas for growth and innovation are always welcome
• Internal recognition programs for peer-to-peer appreciation as well as from manager to employees
• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, 1 month paid paternity leave, 16 weeks fully paid maternity leave and an innovative maternity returners scheme
• More traditional benefits, such as 25 days holiday, a gym discount scheme, online shopping discounts, an Employee Assistance Program, a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

IBM is currently seeking a dedicated Service Desk Analyst to join our team and work directly with a public sector client. This role requires a 5-day per week onsite commitment and a specific shift pattern (7am to 7pm), operating on a four days on, four days off rotation. The ideal candidate will possess strong technical skills, excellent problem-solving abilities, and excellent customer service skills.

An Application Support Engineer in the L1.5 role requires a solid understanding of database management, various operating systems, and multiple programming languages. They are responsible for performing and managing basic to moderate production support tasks, including incident, change, and problem management, as well as monitoring production processing. The L1.5 role aligns with the ITIL framework and escalates to L2 or L3 based on the complexity of the incident or problem. In the L2 role, the Application Support Engineer takes on more complex production support tasks, requiring in-depth knowledge of the application, its functionality, and the underlying technology. They continue to manage incidents, changes, and problems, as well as monitor production processing. The L2 role also adheres to the ITIL framework and escalates to L3 when necessary

Required education

None

Preferred education

Bachelor's Degree

Required technical and professional expertise

• To handle incoming technical support incidents requests and changes.
• Management of personal call queue ensuring calls are closed in a timely fashion.
• Provide updates and ensure ongoing customer communication is maintained.
• Resolution of calls including password resets and ordering hardware parts.
• Escalation of calls to 2nd & 3rd Line Team as necessary.
• Provide excellent customer service.
• Work with other internal teams (3rd Line Technical Delivery Teams Development Projects etc.)
• Assisting with service management reporting on previous month’s quality of service.
• Helping drive continuous improvement in processes and helping ensure SLAs are met in key metrics.

As an equal opportunities’ employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last 10 years. You must be able to hold or gain a UK government security clearance.

Preferred technical and professional experience

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in a similar role within the public sector.
• Proficient knowledge of ITIL Framework.
• Familiarity with ServiceNow or other ITSM platforms.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work shifts, including evenings and weekends.

Desirable Certifications:

• ITIL Foundation Certification.
• CompTIA A+ Certification.
• ServiceNow Certified Implementation Specialist – Application Development.

As a Service Desk Analyst at IBM, you'll play a crucial role in maintaining the smooth operation of IT services for our public sector client. Your technical acumen, customer service skills, and ability to work collaboratively within a team will be instrumental in providing exceptional support and enhancing user satisfaction.