Army Service Desk Analyst

www.findapprenticeship.service.gov.uk - Jobboard; Andover; On-site; GBP 25,000 - 35,000; Full time

Job summary

A government service in Andover is seeking a Service Desk Analyst to manage user incidents for the Army Digital Services. This role involves providing excellent customer service, handling incident records, and working in accordance with ITIL practices. Candidates should have strong customer service skills and experience with service management tools. This position offers significant career development opportunities in a supportive environment.

Qualifications

• Experience in IT service desk support or similar roles.
• Understanding of ITIL aligned processes.
• Ability to work in a team-oriented environment.

Responsibilities

• Provide first point of contact for incident management.
• Log and triage incidents using designated tools.
• Monitor incidents to ensure SLA targets are met.
• Assist in maintaining the service desk knowledge base.

Skills

Customer service skills

Incident management

ITIL knowledge

Analytical skills

Communication skills

Tools

Service Management Tool (Remedy)

Kayako tool

Job description

Army Digital Services (ADS) is part of the Chief Technology Officer (CTO) department which is part of the Directorate of Information with HQ Andover. ADS is the Army’s supplier of choice for the design, development and support of applications and services to provide digital enablement of the Army’s processes. It therefore supports the Army’s ambitious and innovative modernisation and transformation agenda.

ADS enables this digital transformation by developing specific software, hosting applications, including the Army Data Warehouse, and conducting data analytics.

As a member of the ADS Service Desk, you will be responsible for providing a single point of contact to users across the tri services (Army, Navy, RAF) and handling incident records for all applications hosted on the Army Hosting Environment, Joint Server Farm and Defence Gateway.

This is a fantastic opportunity to join an organisation that values both employees and customers as well as providing a huge amount of future career opportunities.

Based at Army HQ, the Service Desk Analyst will be the first point of contact in service delivery, providing excellent customer service. Following ITIL aligned Service Delivery processes, the Service Desk Analyst will primarily be responsible for recording, analysing, escalating and resolving incidents reported to the Service Desk (SD) in accordance with Service Level Agreements (SLA’s)

As an integral part of the team, analysts will work with management to adopt and promote continual improvement practices to deliver exceptional service and user experience.

Providing a single point of contact to users and handling incident records for all applications hosted on the Army Hosting Environment (AHE).
Log, assign or triage all incidents on to the ADS Service Management Tool (Remedy) within agreed SLA’s. Ensure that the user is informed of their incident/request number and keep all users up to date throughout the life-cycle of the incident/request
Where resolution is not achieved on a first contact fix, ensure that the incidents are escalated to the correct resolver group within agreed SLA timescales ensuring the user is kept updated of progress.
Provide 1st line support for the Defence Gateway. Triaging/resolving incidents for Army and civilian users, using the Kayako tool. Giving advice and guidance on defence gateway applications including defence learning environment (DLE)
Accurately assess the severity and priority of all incidents in accordance with standard procedures and Service Level Agreements
Monitor incidents to ensure that they are dealt with within SLA targets and reporting discrepancies to the Service Desk Manager.
Assist in the maintenance of the Service Desk Knowledge base by creating new articles and updating the existing articles when necessary
Provide Access Management for user entry into the Army Hosting Environment utilising both electronic and hard copy Account Creation Application Forms as well as terminal services.
Undertake training on internal systems and processes.

Undertake any other duties as required, within the scope of In-Service Management, as directed by the Service Desk Manager.