Service Desk Analyst

Sopra Steria Ltd; Gloucester; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Health cash plan

Life assurance

Pension

25 days annual leave

Job summary

Sopra Steria Ltd in Gloucester is seeking a proactive IT Service Desk professional to support critical Defence-related services. You will manage incidents and service requests, coordinate hardware procurement, and produce daily performance reports to drive service excellence.

This role is office-based in Gloucester, requires DV clearance or eligibility, and offers exposure to governance, reporting, and supplier collaboration, with opportunities to grow into catalogue management and service

Qualifications

• Experience in IT service management and incident handling.
• Strong communication and stakeholder management skills.
• Ability to coordinate hardware procurement and maintain service reports.

Responsibilities

• Assign incidents and service requests to resolver teams.
• Procure IT hardware and liaise with third-party suppliers.
• Produce and distribute daily service and performance reports.
• Monitor service levels and identify potential SLA breaches.
• Support service improvement through reporting and analysis.
• Build effective relationships with customers, suppliers, and internal teams.

Skills

Incident management

Service requests

Procurement

Reporting

Stakeholder management

Customer service

Analytical

Multi-tasking

Job description

Join a high-performing IT Service Desk team supporting the delivery of critical services across a range of Defence customer environments. Working at the heart of service operations, you will help ensure the seamless delivery of IT support while contributing to programmes that modernise and transform complex technology estates.

As part of our Service Management function, you will play a key role in managing incidents and service requests, coordinating hardware procurement, and producing service reporting that supports operational performance and service excellence. Working closely with technical teams, suppliers, and stakeholders, you will help maintain service levels and ensure a positive customer experience.

This role offers excellent exposure to IT Service Management, providing opportunities to develop your skills across service reporting, procurement, governance, and operational delivery. As your experience grows, you will have the opportunity to expand into areas such as Catalogue Management, SAFE processes, and Service Resource Management, broadening your knowledge across the wider service function.

Office based: Gloucester

You do need to be DV cleared or eligible for this opportunity.

What you'll be doing:

• Assign incidents and service requests to the appropriate resolver teams.
• Procure IT hardware and liaise with third-party suppliers.
• Produce and distribute daily service and performance reports.
• Monitor service levels and identify potential SLA breaches.
• Support service improvement through reporting and analysis.
• Build effective relationships with customers, suppliers, and internal teams.

What you’ll bring:

• Strong communication and stakeholder management skills.
• Excellent customer service focus.
• Highly organised with strong attention to detail.
• Ability to manage multiple priorities effectively.
• Analytical and proactive problem-solving skills.
• A collaborative team player with a flexible approach.

Employment Type: Full‑time, Permanent.
Location: Office based Gloucester
Security Clearance: DV Cleared or eligible
Salary :£Dependant on experience
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance and pension

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety‑and security‑critical markets.