Service Desk Analyst

Carbon 60; Southwick; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A technology solutions provider in Southwick is seeking a Service Desk Analyst to deliver excellent customer support in a secure IT environment. The preferred candidate should possess ITIL 4 Foundation and experience in IT support roles. Responsibilities include handling incidents via Jira Service Management and contributing to service improvements. This role is a great opportunity for professional growth within a structured IT service environment.

Qualifications

• Experience in IT support or customer-facing technical role is essential.
• Working knowledge of ITIL processes like Incident and Service Desk.
• Strong communication skills needed for high-quality customer support.

Responsibilities

• Provide first-line technical support and resolve incidents.
• Log and categorize incidents using Jira Service Management.
• Contribute to service improvement initiatives aligned with ITIL 4.

Skills

Customer communication

Incident resolution

Problem-solving

Knowledge of ITIL processes

Education

ITIL 4 Foundation

Tools

Jira Service Management

Confluence

Job description

JOB ADVERT - Service Desk Analyst

Job Title: Service Desk Analyst

Location: Portsmouth - Portsdown Hill

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 IT support or 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 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.

What we're looking for

• ITIL 4 Foundation
• Experience in an IT support or customer-facing technical role.
• Working knowledge of ITIL processes (Incident, Request, Service Desk).
• Experience with Jira Service Management or similar ITSM tooling.
• Excellent communication and customer-service skills.
• Strong problem-solving and triage ability.
• Eligibility and willingness to obtain SC clearance.

Desirable

• MoD, Defence or wider UK Government experience
• Confluence and Jira familiarity
• Understanding of continuous improvement

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

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy