Serco Plc
OOH Service Desk Analyst
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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.
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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 pattern is essential.
You’ll work a repeating 4-on, 4-off pattern, alternating between day and night shifts:
- 4 day shifts → 4 days off → 4 day shifts → 4 days off → 4 night shifts → 4 nights off → 4 night shifts → 4 nights off
Then the pattern repeats.
Where will you work?
- Day shifts Monday to Friday: Office based.
- Night shifts and weekends: Home working is available.
- Bank holidays: These form part of the normal shift rota and are not automatically days off.
In recognition of working unsociable hours, the role attracts a £6,000 annual shift allowance (£500 per month).
Why Serco:
This is an opportunity to play a key role in keeping essential IT services running around the clock. Your ability to respond quickly to incidents, resolve issues and coordinate teams during service disruption will directly contribute to the reliability of the services we provide to our customers.
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You’ll join a supportive and experienced Client Services team, where you’ll have the opportunity to develop your technical knowledge, strengthen your incident management experience and make a real impact on service delivery.
You’ll work alongside experienced colleagues in a highly motivated and supportive environment where no two days are the same.
What we offer:
- £6,000 annual shift allowance (£500 per month)
- Pension – 6%
- Chance to contribute to innovation in the public services
- A company passionate about diversity and inclusion
- Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.
Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).
For support with your application, please contact recruitmentuk@serco.com.
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