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Carbon60; Portsmouth; On-site; GBP 26,000 - 38,000; Full time

Job summary

Carbon60 is seeking a Service Desk Analyst to join our IT Service Management team supporting a secure MOD private cloud environment. You will provide first-line technical support, log and triage incidents, and help improve digital services in an ITIL 4-aligned setting.

You will work with Jira Service Management and Confluence, escalating issues as needed while maintaining strong customer service. A SC clearance or ability to obtain is required.

Qualifications

• Experience as a Service Desk Analyst or Service Operations role.
• Familiarity with ITIL 4 practices and ISO 20000 processes.
• Experience with Jira Service Management or similar ITSM tooling.
• Experience using Confluence.
• Excellent communication and customer-service skills.
• Willingness to obtain SC clearance.

Responsibilities

• Serve as the first point of contact for users and provide high-quality support.
• Log, prioritise and categorise incidents and requests in the ITSM tool.
• Perform initial investigation and diagnosis and resolve issues where possible.
• Escalate incidents to resolver groups per workflows.
• Maintain clear records of interactions and update knowledge articles.

Skills

Customer service

Communication skills

Problem solving

Incident management

Ticketing experience

ITIL familiarity

Education

ITIL 4 Foundation

Tools

Jira Service Management

Confluence

Job description

Security Clearance: SC (or ability to obtain)

We are looking for a customer-focused Service Desk Analyst to join our IT Service Management function supporting a secure MOD private cloud environment. This role is ideal for individuals with experience in Service Desk Analyst/Service Operations who are looking to grow their capabilities within an ITIL 4-aligned setting. Working as part of a dedicated service team, you will provide first-line technical support, ensure incidents and service requests are handled efficiently and escalated to the relevant team, and contribute to the continuous improvement of our digital services.

Key responsibilities

• Act as the first point of contact for users, providing high-quality customer support.
• Log, prioritise and categorise incidents and requests using Jira Service Management.
• Perform initial investigation and diagnosis, resolving issues where possible.
• Escalate incidents to resolver groups following defined workflows.
• Maintain accurate and clear records of all interactions.
• Use and improve knowledge articles in Confluence.
• Support major incident communication and coordination.
• Contribute to service improvement initiatives.
• Work in alignment with ITIL 4 practices and ISO 20000 processes.
• Triaging/management of major incidents using the knowledge base.
• Experience in a Service Desk Analyst position.
• Working knowledge of ITIL processes (Incident, Request, Service Desk).
• Experience with Jira Service Management or similar ITSM tooling.
• Experience using Confluence
• Excellent communication and customer-service skills.
• Strong problem-solving and triage ability in line with 1

st and 2

nd line support.

• Eligibility and willingness to obtain SC clearance.
• Ticket, troubleshooting and service management experience
• Working with/within a knowledge management platform.
• MoD, Defence or wider UK Government experience
• ITIL 4 Foundation
• Confluence and Jira familiarity
• Understanding of continuous improvement
• Experience working in a high-secure environment

Role Specifics

• 8am - 4pm, on-site

This is an excellent opportunity to grow your career within a structured, secure, and modern IT service environment.