Service Desk Analyst

We are seeking a dynamic Service Desk Analyst to provide hands-on support to end users with technical issues in a highly secure Defence environment. You’ll be the first point of contact for IT support, assisting users in resolving technical incidents, fulfilling service requests, and providing guidance on using IT systems effectively.

As a Service Desk Analyst, you will work in a collaborative environment with strong mentoring and training opportunities to grow your technical skillset and advance within the IT function.

Your role will involve:

Acting as the first point of contact for IT support queries via phone, email, or ticketing system

Logging, prioritising, and resolving incidents and service requests in line with SLAs

Troubleshooting issues across Windows 10/11, Microsoft 365, and standard desktop applications

Managing user accounts, passwords, and permissions within Active Directory

Escalating complex or high-impact issues to 2nd Line or specialist support teams

Providing clear communication and excellent customer service to end users

Maintaining accurate records and documentation within the IT Service Management tool

Contributing to process improvement and knowledge sharing across the team

Your transferable skills and experience:

• Previous experience in a 1st Line / Service Desk / Helpdesk support role
• Strong communication and customer service skills, both written and verbal
• Working knowledge of Windows 10/11 and Microsoft 365
• Experience using Active Directory for password resets and account management
• Familiarity with ITSM or ticketing tools (e.g., Service Now, Remedy)
• A proactive, problem-solving mindset with strong attention to detail

Ability to work effectively within a secure, process-driven environment

You must be willing and eligible to undergo security clearance for this position

Please note:

It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in providing excellent customer service, problem-solving, and supporting users in a technical environment, this could be the next opportunity for you.

26 Days annual leave plus public holidays (3 flexible)

Pension – Double matching contributions of up to 10%

Life assurance

Company wide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work – employee discounts

Employee assistance programme/ virtual GP

Work Your Way is our approach to flexible working – this is available from day 1 of joining

Recruitment process

The recruitment process consists of a one stage of interview

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email  if you would like to apply through the Disability Confident Interview Scheme.

Achieve together
We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader , a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.
We are people centric: Our work environments enable you Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.#J-18808-Ljbffr