Job Title: Service Desk Shift Analyst
Location: Portsmouth, Hampshire + Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits + Overtime
Role Type: Full time / Permanent
Role ID: SF
Be the First Line of Defence in a Fast-Paced Tech Environment
At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Shift Analyst at our Lakeside site, near Portsmouth, Hampshire.
The role
As a Service Desk Shift Analyst, you’ll have a role that’s out of the ordinary. You’ll be at the heart of our Corporate Services team, delivering essential first-line IT support that keeps our operations running smoothly. This is more than just a tech support role, it’s your opportunity to make a real impact in defence, aerospace and engineering. You’ll be helping to protect national infrastructure while building a rewarding career in a dynamic and purpose-driven organisation.
Day-to-day, you’ll be:
1. Answering calls, chats, and service requests to the Service Desk to defined standards
2. Capturing all interactions in our ticketing system
3. Delivering excellent customer service across all contact channels
4. Escalating issues when needed to ensure prompt resolution
5. Supporting second and third-line teams with admin tasks and infrastructure checks
This role is full time, 40.5 hours per week and is a 4 days on / 4 days off shift pattern. Shifts run between 6:30am and 8:30pm, delivered from our Lakeside Offices in Portsmouth, with some flexibility for home working if your work day falls on a weekend or bank holiday.
Essential experience of the Service Desk Shift Analyst:
6. Customer service experience (face-to-face or over the phone)
7. Previous service desk or call centre experience
8. Familiarity with ticketing systems
9. Experience with Active Directory and Microsoft applications
10. A strong interest or passion for IT
Qualifications for the Service Desk Shift Analyst
11. We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you.
Security Clearance
The successful candidate must be able to achieve and maintain Standard (BPSS) / Security Check (SC) security clearance for this role.
Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at
What we offer
12. Generous holiday allowance
13. Matched contribution pension scheme, with life assurance
14. Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
15. Employee share scheme
16. Employee shopping savings portal
17. Payment of Professional Fees
18. Reservists in the armed forces receive 10-days special paid leave
19. Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually
20. ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
21. Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.