IT Service Analyst

Aspire Defence Services Limited; Tidworth; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Annual leave 25 days + bank holidays

Contributory pension up to 6%

Life assurance

Private medical & dental access

Employee benefits portal

Reward and recognition

Employee assistance program

Job summary

Aspire Defence Services Limited (ADSL) in Tidworth invites applications for an IT Service Analyst. You will advise service users on IT processes, track tickets, and ensure requests are resolved within SLA. The role emphasises strong customer service and collaborative teamwork.

Desirable ITIL knowledge and relevant IT qualifications are noted. The organization offers a pension, life assurance, private medical/dental, benefits portal and staff support programs, with a 37.5-hour week and no weekend

Qualifications

• ITIL knowledge or certification is desirable.
• Relevant IT qualification such as CompTIA, Microsoft Fundamentals, BTEC or HNC/DC.
• Experience in service management and end-user computing.
• Ability to manage incidents, changes and service requests with SLA focus.

Responsibilities

• Act as advisor to service users on IT processes so they are well understood and service user requirements.
• Track and manage open tickets, escalating to meet user expectations.
• Handle starters and leavers - hardware, onboarding, account requests.
• Manage VIP issues with a white-glove approach when needed.
• User device enrollment, break fix, deployment, etc.
• Capture information during major incidents and communicate impact/updates.
• Ensure service management master data is accurate and up to date.

Skills

Strong customer service

Starter/Leaver processes

ITIL concepts (inc incident, change)

Collaborative team player

Education

ITIL (desirable)

CompTIA

Microsoft Fundamentals

BTEC / HNC / DC

Job description

Join our Team as a IT Service Analyst at Aspire Defence Services Limited (ADSL)

Salary: Up to £31,500 per annum

Hours: 37.5 hours per week, no weekends

Location: Tidworth

Are you ready to join a dynamic team where innovation thrives? Aspire Defence Services Limited (ADSL) is seeking a passionate and results-driven IT Security Manager to be part of our exciting journey.

What We Offer:

• Annual Leave: 25 days plus bank holidays, with the option to buy and sell holiday
• Pension Plan: Contributory Company Pension Plan matched up to 6%
• Insurance: Individual life assurance and personal accident cover
• Employee Benefits Portal: Access to private medical, private dental, discounted gym membership, and discounted shopping at over 100 brands and outlets
• Reward and Recognition: Celebrate outstanding achievements
• Employee Assistance Program: Funded program with onsite mental health first aiders

Your Role:

• Act as advisor to service users on IT processes so they are well understood and service user requirements
• Track and manage open tickets for users, ensuring that escalations are raised where necessary to ensure user expectations are met
• Starters and leavers - Hardware, onboarding, requests for accounts etc
• White glove' where necessary to manage VIP issues
• User device enrollment, break fix, deployment etc
• Capturing information during major incidents and communicating impact/updates to business
• Ensure service management master data is accurate and kept up to date

What We’re Looking For:

Qualifications

ITIL (desirable) Relevant IT qualification (CompTIA, Microsoft fundamentals, BTEC, HNC/DC

Experience

Working within Service management, end user computing, IT support, managing incidents and service requests through to resolution and working to SLA's and prioritising workload in a busy environment

Skills

Strong customer service focus with a passion for getting things right first time, awareness of service processes such as starter/leaver, Working knowledge of the principles of ITIL incident, problem, change and a collaborator and team player

Additional Information

• The Garrisons are tobacco-free working environments.

Security Clearance

Security clearance is required prior to starting with us.

Equal Opportunities

We are an equal opportunities employer and do not discriminate against protected characteristics. All candidates will be given equal consideration through our established procedures.