Service Desk Analyst
JOB ADVERT - Service Desk Analyst
Job Title: Service Desk Analyst (ITIL 4)
Location: Portsdown Technology Park
Security Clearance: SC (or ability to obtain)
We are looking for a customer-focused Service Desk Analyst to join our IT Service Management function supporting a secure MOD private cloud environment. This role is ideal for individuals with experience in Service Desk Analyst/Service Operations who are looking to grow their capabilities within an ITIL 4-aligned setting. Working as part of a dedicated service team, you will provide first-line technical support, ensure incidents and service requests are handled efficiently and escalated to the relevant team, and contribute to the continuous improvement of our digital services.
Key responsibilities
- Act as the first point of contact for users, providing high-quality customer support.
- Log, prioritise and categorise incidents and requests using Jira Service Management.
- Perform initial investigation and diagnosis, resolving issues where possible.
- Escalate incidents to resolver groups following defined workflows.
- Maintain accurate and clear records of all interactions.
- Use and improve knowledge articles in Confluence.
- Support major incident communication and coordination.
- Contribute to service improvement initiatives.
- Work in alignment with ITIL 4 practices and ISO 20000 processes.
- Triaging/management of major incidents using the knowledge base.
Essential
- Experience in a Service Desk Analyst position.
- Working knowledge of ITIL processes (Incident, Request, Service Desk).
- Experience with Jira Service Management or similar ITSM tooling.
- Experience using Confluence
- Excellent communication and customer-service skills.
- Strong problem-solving and triage ability in line with 1st and 2nd line support.
- Eligibility and willingness to obtain SC clearance.
- Ticket, troubleshooting and service management experience
- Working with/within a knowledge management platform.
Desirable
- MoD, Defence or wider UK Government experience
- ITIL 4 Foundation
- Confluence and Jira familiarity
- Understanding of continuous improvement
- Experience working in a high-secure environment
Role Specifics
- 8am - 4pm, on-site
- Base location - Portsmouth
- Contract, fixed-term perm available if preferred.
This is an excellent opportunity to grow your career within a structured, secure, and modern IT service environment.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.