Service Desk Analyst

JOB ADVERT - Service Desk Analyst

Job Title: Service Desk Analyst
Location: Portsmouth
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 until 30/04/2028, fixed-term permanent 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