Service Desk Analyst

BAE Systems; Glasgow; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

BAE Systems is seeking a Service Desk Analyst for its Glasgow location, offering a hybrid working arrangement. The successful candidate will support IT operations, engage with customers, and monitor service delivery in an inclusive and diverse environment.

Benefits

Competitive pension scheme

Employee share plans

Flexible discounted health benefits

Private health plans

Qualifications

• Service desk experience or IT knowledge/experience is essential.
• Experience working in a customer service-based environment.
• HND or equivalent qualification is desirable.

Responsibilities

• Supporting and facilitating IT activities aligned to business objectives.
• Monitoring performance metrics and ensuring service level agreements are met.
• Identifying operational problems and contributing to their resolution.

Skills

Service desk experience

Customer service skills

ITIL knowledge

Request Management experience

Education

HND or equivalent qualification

Job description

Job title:Service Desk Analyst

Location: Glasgow – 2/3 day split pending business needs – Initially onsite for training/inductions. We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role

Salary:Circa £34,000 dependent on skills and experience

What you’ll be doing:

• Supporting and facilitating the delivery of IT activities that are aligned to the business objectives and overall company strategy
• Developing and maintaining relationships with key stakeholders and customers
• Monitoring performance metrics and liaising with managers and customers to ensure that service level agreements are not breached
• Assist with the interrogating of data and documentation to identify process issues
• Identifying operational problems and contribute to their resolution for example, using standard procedures and tools

Your skills and experiences:

Essential

• Service desk experience or IT knowledge/experience
• Request Management experience
• Experience working in a customer service-based environment
• ITIL knowledge or willing to undergo ITIL training

Desirable

• HND or equivalent qualification
• Ability to gather, process and analyse information in order to action IT requests & resolve problems
• Ability to act as a subject matter expert to provide advice, information, and guidance as and when required to support the programmes of work

Benefits:

As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts – you may also be eligible for an annual incentive.

The Shared Services (SIAM) team:

Our team handles a variety of activities around the management and support of both catalogue and request throughout the estate for hardware and software. Liaising with both internal and external colleagues to ensure service is provided in line with expectations and SLA’s.

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.

Closing Date: 20th June 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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