Job Information

Job Description

At Civica, we never stand still…

As a market-leading specialist in digital, critical software and outsourcing, we never stand still. So, you won’t either! At Civica, every day is different. From new faces and experiences, to opportunities and challenges, it’s our people and culture that makes us different. After all, our growth and success over the last 18 years hasn’t been coincidental. It’s been down to us attracting, recruiting and retaining, fresh thinking individuals with a passion to make a difference. Individuals just like YOU!

This role is to join a growing IT Managed Services team and provide first class client support to a portfolio of multi-million pound services, by expertly managing incidents, service requests, problems and changes. Each interaction is in line with the ITIL best practice framework. You would be joining a close knit, fun and friendly team supporting the types of services that really do make a difference to society.

So, what does a Service Desk Analyst do?

Assist the Managed Service team with the delivery of high quality service desk function, with highly satisfied clients by striving for all tickets to be resolved within the Service Level Agreement (SLA).
Logging incidents, service requests, problems and changes in the Service Management Tool.
Owning tickets throughout the full lifecycle from creation through to resolution.
Prioritising and transferring tickets to the correct resolver group if they cannot be resolved by the service desk and managing these tickets through to resolution.
Escalating priority 1 and priority 2 incidents to the Service Delivery Manager and Head of Service where applicable.
Perform Active Directory (AD) admin activities (e.g. user set up, account unlocks) along with 1st and where possible 2nd line activates as dictated by the service.
The secret to your success

Passion. That’s our secret. We only employ the most talented, qualified and creative graduates, all of whom exhibit professionalism, consistency and integrity in everything they do. We promise that the only career limitation will be your own ambition!

Commitment. Our people and their commitment to do well for customers, colleagues and communities, is a defining characteristic of Civica.

Excellent communication skills, a proven ability to work as a team and great interpersonal skills count. We’ll also be looking for you to be self-motivated and work on your own initiative. At Civica we embrace diversity and appreciate individuality, so don’t forget to tell us about your passions and adventures!

Essential skills and qualifications

Any degree considered (minimum grade 2:2)
3 A-Levels or equivalent
Flexible and willing to be “on-call” (on-call allowance in addition to salary)
Strong organisational and planning skills
An excellent communicator both written and oral
The ability to work under pressure and a real team player.
Empathetic and focused on providing clients with an excellent service
We’re big on benefits

As clichéd as it may sound, you’re our future, our differentiator and our greatest asset, so rest assured that we’ll reward you accordingly. Here’s what you can expect:

A competitive salary
Regular performance reviews and 1:1s
Pension scheme
Life assurance
Income protection
Critical Illness cover from your first day of employment (£25,000)
You’ll also receive a competitive, flexible benefits package which includes private healthcare cover, cycle to work scheme, Tastecard and more.

25 days holiday per annum plus a ‘Donate a day’ to support a charity of your choice.

An internal rewards system for going the extra mile – 1 point = £1.

A full induction programme and training provided through the Civica Academy, together with mentoring and coaching to aid your career. For more information, please email our Academy team.

If you are interested in this position, please send your CV to

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