Service Desk Analyst

Ordnance Survey; Southampton; On-site; GBP 24,000 - 29,000; Full time

Job summary

Ordnance Survey is seeking a Service Desk Analyst for a full-time, 12-month fixed-term contract in Southampton. The role involves providing exceptional IT support, resolving incidents, and ensuring customer satisfaction. Ideal candidates will have customer service skills and previous service desk experience, contributing to a leading organization committed to sustainable outcomes.

Benefits

Performance related bonus up to 10%

A competitive pension scheme

28 days annual leave plus bank holidays

Enhanced family leave

Hybrid working options

Access to online learning platforms

Qualifications

• Previous experience in a service desk or IT support role.
• Ability to work independently and as part of a team.

Responsibilities

• Provide first-line technical support via phone, email, and ticketing system.
• Log, track, and resolve incidents and service requests in line with SLAs.

Skills

Strong problem-solving skills

Customer service skills

Education

ITIL Foundation certification

Tools

Microsoft 365

Windows OS

Job description

Service Desk Analyst- Full time - 12 months FTC - Salary £24,250.00 to £28,292.00 (dependent on experience) – This position will be office based at OSHQ in Southampton.

Join us and you’ll have an opportunity to make an impact and be part of an organisation committed to driving sustainable outcomes. At OS, we use location data and intelligence to help customers build more resilient societies, preserve the environment, foster healthier, happier spaces that people want to live in, and support the delivery of improved public services and critical infrastructure.

Join our dynamic Technology team

Our growing Technology team plays a key role in ensuring OS is at the cutting edge of geospatial capability and is looking for people to join them. Its mission is to work across the business to provide customer centric design and technology services.

Are you passionate about delivering exceptional IT support and looking for your next opportunity? We’re seeking a proactive and customer-focusedService Desk Analystto join our dynamic IT team on a12-month Fixed Term Contract.

About the role

As a key member of our Service Desk team, you’ll be the first point of contact for IT-related queries, ensuring timely and effective resolution of incidents and service requests. You’ll play a vital role in maintaining high levels of customer satisfaction and supporting the smooth operation of our IT services.

• Provide first-line technical support via phone, email, and ticketing system

• Log, track, and resolve incidents and service requests in line with SLAs

• Troubleshoot hardware, software, and network issues

• Escalate complex issues to second-line support when necessary

• Maintain accurate documentation and knowledge base articles

• Support onboarding and offboarding processes for staff

What we’re looking for

• Previous experience in a service desk or IT support role

• Strong problem-solving skills

• Familiarity with Windows OS, Microsoft 365, and basic networking

• Ability to work independently and as part of a team

• Customer service skills

• ITIL Foundation certification (desirable but not essential)

The Rewards

We want you to love what you do. That is why our benefits package rewards a job well done. Check out how we support and invest in our employees by clicking here.

• Salary: £24,250.00 - £28,292.00

• Performance related bonus up to 10%

• A competitive pension scheme (OS contributes up to 12.07%)

• 28 days annual leave in addition to bank holidays on joining, (3 taken over Christmas) increasing by one day per year, to a maximum of 5 years

• Enhanced family leave, including up to 12 weeks paid partner (paternity) leave

• Free subscription to OS Maps

• Access to online learning platforms

• Coaching and Mentoring schemes

• Plus, a suite of excellent additional perks and benefits

At OS, we believe looking after your health and wellbeing means more than posters and events. We empower you to manage your work and life the way you need it by offering things like

• An extra days’ leave for each year you work, up to 33 days

• Employee Assistance Programme

• Hybrid working

• Free onsite parking at our modern HQ in Southampton

• We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances

• Eyecare Vouchers

• OS Explorers Nursery discount

• Cycle to Work scheme

• We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme

Location: We have a fantastic HQ in Southampton, Hampshire where you will be required to spend 5 days a week during your initial induction training period. Once you have completed your training this requirement may be reduced with agreement of your line manager, as to whether you are able to work remotely more often whilst also factoring in the customer requirements of the role.

Security

OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS).

Some of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.

Closing date: Wednesday 2nd July at 23:59

Interviews will take place in person at Ordnance Survey Head office, Southampton.

Unfortunately, we are currently unable to offer sponsorship for this role, therefore you must have the right to work in the UK, without the need for employer sponsorship.

We are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.

Research indicates that women, individuals with disabilities, LGBTQ+ community members, neurodiverse individuals, and people from ethnic minority backgrounds often hesitate to apply for jobs unless they meet every single qualification. At Ordnance Survey, we are dedicated to fostering a diverse, inclusive, and genuine workplace where everyone can thrive. If you’re enthusiastic about this role but your experience doesn’t perfectly match every qualification in the job description, we encourage you to apply anyway. You might be the ideal candidate for this or other roles within Ordnance Survey.

Skills required for this role:

Computer Coding, Leadership, Production Services, Resilience Training, Software Development, Software Engineering, Technical Leadership, Waterfall Model, Web Development