Service Desk Analyst - DV Cleared

Service Desk Analyst - DV Cleared

+ DV Cleared role

+ 400 per day Inside

+ Onsite role - Bath based

Key Skills:

+ Experienced Service Desk

+ DV Cleared

The Role:

We are seeking an experienced Senior Service Desk Analyst to provide advanced technical support, mentor junior team members, and help drive continual service improvement across the IT support function. This role serves as a key escalation point for complex incidents, ensures high-quality customer service, and contributes to the stability and performance of end-user technology services.
The ideal candidate combines strong technical troubleshooting skills with leadership ability, customer focus, and a solid understanding of IT service management best practices.

Key Duties and Responsibilities
Provide 1st line support where required, supporting customers users with first time fixes and account creations
Assist with configuration and development of ITSM tools such as Jira Service Management, Remedy, and chat services such as Mattermost.
Investigate problems and opportunities in existing processes and contribute to recommending solutions.
Oversee and improve ITIL-based service management processes, such as incident, problem, change, and configuration management.
Contribute to management information and service reporting, ensuring data is accurate
Responsible for communications to customers and internal stakeholders

Required Competencies
Understanding of systems such as active directory, cloud environments.
Effective communication skills
ITiL v4 qualified or highly experienced in the practices
5+ years of experience in an IT Service Desk or End User Support role
Experience using ITSM tools (e.g. Jira Service Management)
Solid understanding of ITIL-based service management practices (Incident, Request, Problem, Change)

Desired Competencies
Experience in environments using Agile or DevOps ways of working
Expererience in Cloud Platforms
Experience in Defence
Exposure to automation or scripting