Service Desk Analyst

Carbon60; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

An IT services company in Portsmouth is seeking a Service Desk Analyst to provide first-line technical support in a secure MOD environment. The ideal candidate will have experience in IT support, excellent communication skills, and knowledge of ITIL processes. Responsibilities include logging incidents, resolving issues, and contributing to service improvements. This role offers an excellent opportunity for career growth within a modern IT service environment.

Qualifications

• Experience in an IT support or customer-facing technical role.
• Working knowledge of ITIL processes (Incident, Request, Service Desk).
• Strong problem-solving and triage ability.

Responsibilities

• Act as the first point of contact for users, providing high-quality support.
• Log, prioritise, and categorise incidents and requests using Jira.
• Maintain accurate records of all interactions.

Skills

Customer support

Technical troubleshooting

ITIL processes

Communication skills

Problem-solving

Education

ITIL 4 Foundation

Tools

Jira Service Management

Confluence

Job description

JOB ADVERT - Service Desk Analyst

Job Title: Service Desk Analyst
Location: Portsmouth - Portsdown Hill
Security Clearance: SC (or ability to obtain)

Overview

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 IT support or 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 contribute to the continuous improvement of our digital services.

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.

What we\'re looking for

• ITIL 4 Foundation
• Experience in an IT support or customer-facing technical role.
• Working knowledge of ITIL processes (Incident, Request, Service Desk).
• Experience with Jira Service Management or similar ITSM tooling.
• Excellent communication and customer-service skills.
• Strong problem-solving and triage ability.
• Eligibility and willingness to obtain SC clearance.

Desirable

• MoD, Defence or wider UK Government experience
• Confluence and Jira familiarity
• Understanding of continuous improvement

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

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.