Service Desk Analyst

Service Desk Analyst
Location: Corsham (full time on-site)
Duration: 3 months+
Rate: £400 per day (inside IR35)
Clearance: Active & transferable DV only
Nationality: Sole British National

We are seeking an experienced Senior Service Desk Analyst to provide advanced technical support, act as an escalation point, and help drive continual improvement across the IT support function. This role supports a secure environment and requires deep experience within Service Desk operations and ITIL-based processes.

• Provide 1st line support where required, including first-time fixes and account creation
• Assist with configuration and development of ITSM tools (Jira Service Management, Remedy, Mattermost)
• Investigate issues and opportunities for process improvement
• Oversee and enhance ITIL processes (incident, problem, change, configuration)
• Contribute to accurate MI, reporting, and stakeholder communications
• Support continuous improvement across technical support services

• Knowledge of Active Directory and cloud environments
• Strong communication skills
• ITIL v4 qualified or equivalent experience
• 5+ years in a Service Desk or End User Support role
• Experience with ITSM tools (eg, Jira Service Management)
• Solid understanding of incident, request, problem, and change management

• Experience in Agile or DevOps environments
• Experience in cloud platforms
• Defence environment experience
• Exposure to automation or Scripting

• Active, transferable DV clearance
• Clearance must be less than 7 years old with at least 12-18 months remaining
• Must have worked in a cleared government role within the last 12 months
• No overseas residence over 6 months between cleared roles
• Sole British National only (no dual nationality, OCI, NICOP, or similar)