Service Desk Analyst
JOB ADVERT - Service Desk Analyst
Job Title: Service Desk Analyst
Location: Portsmouth - Portsdown Hill
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 IT support or 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 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.
What we're looking for
- ITIL 4 Foundation
- Experience in an IT support or customer-facing technical role.
- Working knowledge of ITIL processes (Incident, Request, Service Desk).
- Experience with Jira Service Management or similar ITSM tooling.
- Excellent communication and customer-service skills.
- Strong problem-solving and triage ability.
- Eligibility and willingness to obtain SC clearance.
Desirable
- MoD, Defence or wider UK Government experience
- Confluence and Jira familiarity
- Understanding of continuous improvement
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.