Service Desk Analyst
Location: Bracknell (On-site)
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:
1. Acting as the first point of contact for IT support queries via phone, email, or ticketing system
2. Logging, prioritising, and resolving incidents and service requests in line with SLAs
3. Troubleshooting issues across Windows 10/11, Microsoft 365, and standard desktop applications
4. Managing user accounts, passwords, and permissions within Active Directory
5. Escalating complex or high-impact issues to 2nd Line or specialist support teams
6. Providing clear communication and excellent customer service to end users
7. Maintaining accurate records and documentation within the IT Service Management tool
8. Contributing to process improvement and knowledge sharing across the team
Your transferable skills and experience:
9. Previous experience in a 1st Line / Service Desk / Helpdesk support role
10. Strong communication and customer service skills, both written and verbal
11. Working knowledge of Windows 10/11 and Microsoft 365
12. Experience using Active Directory for password resets and account management
13. Familiarity with ITSM or ticketing tools (., ServiceNow, Remedy)
14. A proactive, problem-solving mindset with strong attention to detail
15. 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.
Your benefits:
26 Days annual leave plus public holidays (3 flexible)
Pension – Double matching contributions of up to 10%
Life assurance
Companywide 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