Service Desk Analyst

Service Desk Analyst

Location:

Bracknell (On-site)

Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Desk Analyst you will contribute to this by ensuring our people have reliable, secure, and efficient IT systems that enable them to deliver critical services with confidence.

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.

• 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

• 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 up to 10%
• Life assurance
• Company wide incentive plans
• Flexible benefits: increased holidays, travel, dental, critical illness and more
• Employee discounts
• Employee assistance programme / virtual GP
• Flexible working ("Work Your Way" available from day 1 of joining)

The recruitment process consists of a one‑stage interview. We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Contact  for application through the Disability Confident Interview Scheme.

We are a Disability Confident Employer.