Service Desk Analyst

Carbon 60; Portsmouth; On-site; GBP 26,000 - 35,000; Full time

Job summary

Service Desk Analyst role based in Portsmouth, fully on-site, supporting a secure MOD private cloud environment. You will provide first-line technical support, log and triage incidents, and escalate as needed within ITIL 4 aligned processes.

Key requirements include experience in service desk operations, Jira Service Management and Confluence, excellent communication, and eligibility to obtain SC clearance. Contract until 30/04/2028 with strong potential for permanent extension.

Qualifications

• 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 1st and 2nd line support.
• Eligibility and willingness to obtain SC clearance.
• Ticket, troubleshooting and service management experience.
• Working with/within a knowledge management platform.

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.

Skills

Customer service

Communication

Problem solving

Triage

1st/2nd line support

Tools

Jira Service Management

Confluence

Job description

JOB ADVERT - Service Desk Analyst

Job Title: Service Desk Analyst

Location: Portsmouth

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.

Essential

• 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 1st and 2nd line support.
• Eligibility and willingness to obtain SC clearance.
• Ticket, troubleshooting and service management experience
• Working with/within a knowledge management platform.

Desirable

• 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
• Base location - Portsmouth
• Contract until 30/04/2028, fixed-term permanent available if preferred.

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