Service Desk Analyst
Clearance: High-level of Security Clearance Required (SC/DV)
Location: Full-time on-site (Huntingdon, Cambridgeshire)
We are looking for a highly capable service desk analyst to assess and optimise the performance of our end‑user IT systems and software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.
To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first‑class service desk analyst will be someone whose IT expertise results in enhanced end‑user support and system performance.
Your Role and Responsibilities
* Testing and analysing IT system and software performance.
* Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
* Prioritising and resolving IT concerns and escalating serious issues to relevant stakeholders.
* Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
* Preparing training manuals and FAQ materials for easy‑access end‑user guidance.
* Documenting processes and maintaining service desk records.
* Making recommendations to optimise IT performance and to prevent future problems.
* Keeping informed of advancements in IT.
* The ability to write coherent, concise, and Knowledge based articles.
* The ability to work under pressure and to deadlines, with a flexible and pragmatic approach.
* Experience of working in a matrix management environment.
* Awareness and understanding of Change, Problem and Incident Management, maintaining Service Levels, ITSCM and Business Continuity and Disaster Recovery.
* Experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels.
* Experience in reporting and analysing data to identify trends.
* Able to work with various internal and external parties on the service desk dealing with incidents and requests in a complex environment with multiple partners operating in 2nd and 3rd support tiers providing ITIL processes for our clients.
* Experience in first line applications support and liaising with internal departments and suppliers.
* Able to work as part of a team.
* ITIL3/4 Foundation Level minimum.
Candidate Requirements
* Knowledge and understanding of ITIL functions, principles and processes.
* Technical knowledge with an ability to provide a first‑time fix resolution.
* Experience in an MOD environment.
* Excellent verbal and written communication skills.
* DV Cleared.
* Clearance: High-level: DV - optional SC.
Benefits
* Contributory Pension Scheme
* Private Medical Insurance
* 33 days Annual Leave (including public and privilege holidays)
* Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
* Dynamic Working
Commitment to Diversity
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.
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