Service Desk Analyst

Babcock; Bristol; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

Join a leading company as a Service Desk Analyst in Bristol, where you will provide essential 1st line support for IT issues. This full-time role offers hybrid working arrangements, allowing you to balance office and remote work effectively. Your responsibilities will include managing service requests, ensuring excellent customer service, and supporting the technical team. The ideal candidate will have a passion for IT and customer service experience. Enjoy a generous benefits package including a matched pension scheme and professional development opportunities.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to Digital GP and health consultations

Employee share scheme

Employee shopping savings portal

Payment of Professional Fees

10-days special paid leave for reservists

Holiday Trading

‘Be Kind Day’ for volunteering

Excellent development opportunities

Qualifications

• Customer service experience (face to face/over the phone).
• Previous service desk or call centre experience.
• Experience using ticketing systems.

Responsibilities

• Provide 1st line support for software, hardware, and network issues.
• Capture interactions into the ticketing system.
• Escalate issues to ensure prompt service restoration.

Skills

Customer service

IT interest

Tools

Active Directory

Microsoft Applications

Ticketing system

Job description

Job Title: Service Desk Analyst
Location: Stoke Gifford, Bristol + Hybrid Working Arrangements
Compensation: £28,500 + Benefits
Role Type: Full time / Permanent
Role ID: SF 64285

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 Analyst at our Stoke Gifford, Bristol site.

The role
As a Service Desk Analyst, you’ll have a role that’s out of the ordinary. Within this role you'll be supporting and providing an excellent 1st line support service for all software, hardware, and network issues to our customers, while at the same time developing a future career with Babcock International.

Day-to-day, you’ll be responsible for answering calls, chats and service requests received to the Service Desk to the required standards.

• Capturing all interactions into our ticketing system.
• Providing excellent customer service via all reporting/contact channels.
• Escalate when appropriate to ensure a prompt restoration of service.
• Additional administration duties to support our 2nd line/3rd line teams.
• To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior.

This role is full time, 37.5 hours per week and provides hybrid working arrangements with 3 days in the office based at Stoke Gifford, Bristol and 2 days working from home.

Essential experience of the Service Desk Analyst

• Customer service experience (face to face/over the phone)
• Previous service desk experience at an entry level or call centre experience
• Experience using any form of ticketing system that captures customer information
• Experience with systems such as Active Directory and Microsoft Applications
• An interest or strong passion for IT

Qualifications for the Service Desk Analyst

• 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 maintainDeveloped Vetting (DV)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 atUnited Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

What we offer

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• 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
• ‘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
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock International
For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please [e-mail] the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

Closing date: 26/05/2025