Service Desk Analyst

Sanderson Government & Defence; Southampton, Portsmouth; On-site; GBP 55,000 - 65,000; Full time

Job summary

Sanderson Government & Defence seeks a Service Desk Analyst to join a Defence programme in the Southampton/Portsmouth area. You will provide first-line IT support on mission-critical systems in a secure environment, powered by your SC clearance and customer-focused approach.

Ideal candidates have experience in Service Desk or 1st/2nd Line support, with strong troubleshooting and communication skills, and the ability to work under pressure while delivering timely resolutions.

Qualifications

• Active SC clearance; current and transferable.
• Excellent customer service and communication.
• Experience with IT service management (ITSM) tooling.
• Ability to prioritise workloads and multitask.

Responsibilities

• Provide first-line technical support to users via phone, email, and ITSM tools.
• Log, triage, investigate, and resolve incidents and service requests.
• Escalate complex issues to relevant support teams where required.
• Maintain accurate ticket records and ensure service levels are met.
• Deliver excellent customer service while supporting mission-critical Defence operations.
• Collaborate effectively with technical teams and end users to ensure timely issue resolution.

Skills

SC Clearance

Customer service

Troubleshooting

ITSM tool

Workload management

Communication

Detail oriented

Team player

Tools

ITSM Tool

Job description

Service Desk Analyst

Southampton/Portsmouth

SC Cleared

£300-£350

We are seeking an SC Cleared Service Desk Analyst to join a high-profile Defence programme, providing critical IT support within a secure and fast-paced environment. This role is ideal for candidates with experience in Service Desk, Helpdesk, or 1st/2nd Line Support positions who are passionate about delivering exceptional customer service and resolving technical issues efficiently.

Key Responsibilities

• Provide first-line technical support to users via phone, email, and ITSM tools.
• Log, triage, investigate, and resolve incidents and service requests.
• Escalate complex issues to relevant support teams where required.
• Maintain accurate ticket records and ensure service levels are met.
• Deliver excellent customer service while supporting mission-critical Defence operations.
• Collaborate effectively with technical teams and end users to ensure timely issue resolution.

Essential Skills & Experience

• Current SC Clearance (active and transferable).
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Experience using an IT Service Management (ITSM) tool.
• Ability to prioritise workloads and manage multiple tasks effectively.
• Strong written and verbal communication skills.
• High attention to detail and organisational skills.
• Ability to work independently and as part of a team.

Desirable Skills

• Knowledge of ITIL Service Management principles.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Familiarity with Active Directory user administration.
• Basic understanding of networking concepts.
• Experience using remote support tools

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.