Service Desk Analyst

Job Overview

The Service Desk Analyst (1st Line Support) is responsible for delivering high-quality technical support as the first point of contact for IT-related incidents and service requests. This role requires strong customer service focus, effective troubleshooting capability, and adherence to service management processes to ensure timely resolution or escalation of issues.

• Provide first-line customer support in response to incidents and service requests, including technical assistance across computer systems, software, and hardware within company-supported and military specification environments.
• Accurately log, update, and maintain ticket progress within the internal service desk system, ensuring all assigned tickets are regularly updated and managed to a high standard.
• Respond to user interactions via multiple channels, including face-to-face, telephone, email, and formal ticketing systems.
• Diagnose and resolve technical issues through effective fault finding and troubleshooting within agreed time frames.
• When issues fall outside of first-line support remit, correctly categorise, prioritise, and route tickets to the appropriate second-line resolver group or third-party provider.
• Maintain a high level of customer satisfaction by responding to all enquiries and escalations professionally, promoting strong working relationships with stakeholders and service providers.
• Effectively manage workload, prioritising tasks in a dynamic environment with minimal supervision.
• Proactively monitor support workload to ensure applications and hosted environments are supported in line with business priorities and service level expectations.
• Produce and maintain end-user documentation, including training materials, user guides, and FAQ resources to support knowledge sharing and self-service.

• Strong customer service skills with the ability to deliver a high standard of user support.
• Ability to manage and prioritise workload effectively in a fast-paced environment.
• Demonstrated accountability and ownership of tasks through to completion.
• Good communication skills, both written and verbal.
• Solid IT literacy, including working knowledge of Microsoft applications.
• Ability to work under pressure in a busy operational environment
• Previous experience within a Service Desk or IT support environment is advantageous, though not essential (full training provided).
• Familiarity with Service Now and/or Jira Service Management tools is desirable.
• ITIL Foundation certification (or working towards) is preferred.

• BPSS pre‑screening required to start.
• Security clearance (SC) required for the role; candidate must hold or be eligible to apply for SC clearance.