MDSS Service Desk Analyst

Location: Manchester |
Salary: Competitive |
Posted: 20 Feb 2024 |
Closes: 20 Apr 2024 |
Job Type: Full Time and Permanent |
Business Unit: UK Regional Management |
Region / Division: UK & Ireland |
Reference: G4S/MS/2548


Job Introduction:

We have an exciting opportunity for a full time MDSS Service Desk Analyst to join our team in Manchester.  As an MDSS Service Desk Analyst, you will be responsible for providing a single point of contact primarily to Serco and MoJ customers for MDSS system and device related incidents and service requests, endeavouring to resolve as many of these at the first point of contact as possible.

To provide additional secondary Service Desk support for the wider International MTL service contracts.

To provide quality and effective customer communications with regard to progress of incidents and service requests with enhanced communication responsibilities in relation to major incident scenarios.

To fix/resolve as many incidents and service requests at First Line as possible.

To escalate incidents and service requests to other IT support teams as efficiently and effectively as possible (and within agreed service targets) in cases where they cannot be fixed at first point of contact. In return, you will receive a competitive salary, 25 days holiday plus bank holidays, a contributory pension scheme and life assurance.

Allied Universal®, a leading security and facility services company, provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions that allow clients to focus on their core business. Our acquisition of G4S in 2021 expands our footprint and infrastructure on a global and local level. Through our vast network of more than 800,000 employees, we leverage global best practices in communities all over the world. Operating in around more than 80 countries with revenues of $18 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. We believe there is no greater purpose than serving and safeguarding customers, communities, and people in today’s world. Allied Universal is There for you™. For more information, please visit

Role Responsibility:

Key Responsibilities/Accountabilities of the MDSS Service Desk Analyst are:

  • Provide first line support for all incidents and service requests reported primarily by Serco and MoJ (primarily) but additionally the wider AUEM International client base when required.
  • Record, accurately prioritise and manage the lifecycle of incidents and service requests in the AUEM Service Management tool (NetSuite) through to resolution and within agreed service level targets.
  • Ensure that the Service Desk incoming work resources are routinely monitored and that all submissions are efficiently and appropriately managed.
  • Regularly consult the Service Desk Knowledgebase for First Time Fix information and take responsibility for updating it with regards to new or amended information.
  • Carry out regular daily maintenance checks.
  • Provide first line support for all the MTL system and device services as well as additional support for other AUEM International contracts.
  • Monitor, manage and escalate (where necessary) any event management monitoring alerts delivered to the team.
  • Adhere to the defined process for classification, escalation and management of incidents and Major Incidents.
  • Effectively and efficiently escalate all incidents and service requests that cannot be completed at First Line to other appropriate resolver groups.
  • Effectively manage customer expectations via regular and meaningful communications.
  • Draft and distribute Daily Status and Shift Handover reports.
  • Take responsibility for the initial draft of major incident reports.
  • Act as a point of liaison between customers and other technical support teams.
  • Provide a high-quality customer service that is pro-active and highly responsive, adhering to pre-defined service targets.
  • Proactively seek opportunities to extend the scope of responsibilities of the Service Desk team to deliver an enhanced First Time Fix experience.
  • Contribute towards maintaining accurate Asset Management information within the Service Management tool.
  • Take responsibility for own personal development and progression requirements as appropriate.
  • Perform any other ad hoc tasks as requested by the Service Desk Manager.
  • Show commitment towards AUEM culture and goals.

The Ideal Candidate:

Our ideal candidate for the MDSS Service Desk Analyst role would be a self-starter and strong team player, with a professional attitude and the ability to work well within a team and as an individual and alongside Business Analysts and Front-end Developers in ensuring support of the Monitoring systems.  They will have excellent communication and interpersonal skills.


Key Competencies:

  • Delivering Performance
  • Customer Thinking
  • Sharing and Co-operating


Skills and Knowledge


  • At least 2 years of previous customer service experience
  • Excellent telephony and general communication skills
  • Excellent organisational skills
  • Able to work flexibly and participate in a 24/7 shift pattern days/nights (incl weekends)
  • Ability to prioritise, organise and problem solve.
  • AWS experience


  • Previous Monitoring Technologies knowledge
  • Knowledge of Change and Problem management
  • ITIL v.3/4 Foundation Certificate
  • AWS Practitioner
  • Other formal IT related qualification


Please note, this role does not qualify for a visa under the current Government guidelines therefore to be considered for this role you must already have the right to work in the UK. Re-location costs will not be granted. You must live within reasonable commuting distance of Manchester.

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