Hybrid Service Desk Analyst (1st/2nd Line IT Support)

Babcock International; West of England; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days holiday per year

Pension scheme with life assurance

Digital GP and health checks

Professional Fees paid

Reservists leave

Job summary

Babcock International in Bristol is seeking a Service Desk Analyst to provide high-quality 1st & 2nd line application support across a portfolio of bespoke and commercial software. The role sits in the Digital Solutions team, with on-site and hybrid working arrangements, supporting 7am–7pm shifts Monday to Friday.

You will resolve incidents, manage user access, and contribute to service performance in line with ITSM standards, collaborating with stakeholders across the business to ensure

Qualifications

• Demonstrable analytical and problem-solving skills with experience identifying root causes and resolving issues.
• Experience working across software development lifecycles, including Agile and Waterfall environments.
• Good understanding of business processes and information management principles.
• Excellent verbal and written communication skills with the ability to engage effectively with stakeholders.
• Working knowledge of SQL and experience supporting business applications.
• Degree qualified in Information Technology, Project/Programme Management, or a related discipline.

Responsibilities

• Providing high-quality support to users via telephone, email and face-to-face interactions.
• Maintaining Service Desk processes, procedures and support documentation.
• Escalating major incidents and supporting their investigation and resolution.
• Managing user accounts and access permissions through account management systems.
• Supporting application performance through diagnostic, corrective and problem-solving activities while assisting development and test teams throughout the project lifecycle.

Skills

Analytical thinking

Problem solving

Communication skills

SQL

Customer support

Education

Degree in Information Technology or related

Tools

SQL

Job description

Babcock International in Bristol is seeking a Service Desk Analyst to provide high-quality 1st & 2nd line application support across a portfolio of bespoke and commercial software. The role sits in the Digital Solutions team, with on-site and hybrid working arrangements, supporting 7am–7pm shifts Monday to Friday.

You will resolve incidents, manage user access, and contribute to service performance in line with ITSM standards, collaborating with stakeholders across the business to ensure