Security-Cleared Service Desk Analyst - On-Site ITIL 4

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

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.