Service Desk Analyst

BAE Systems; Warton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading defense contractor in the UK is seeking a Service Desk Analyst to provide first-line support for IT requests via various channels. The successful candidate will monitor shared mailboxes, troubleshoot issues, and assist with Microsoft Active Directory management. Ideal applicants will have a strong understanding of ITIL, relevant service desk experience, and good communication skills. A competitive pension scheme and employee benefits are offered, including health plans and shopping discounts.

Benefits

Competitive pension scheme

Employee share plans

Discounted health and wellbeing benefits

Private health plans

Shopping discounts

Qualifications

• Proven communication skills for troubleshooting with users.
• Ability to handle IT-related queries through various channels.
• Competence in managing Microsoft Active Directory account administration.

Responsibilities

• Monitor shared mailboxes and conduct remote troubleshooting.
• Advise customers on IT-related queries and procedures.
• Process Customer Request Fulfilments, Incidents & Problem Management tickets.
• Maintain the service desk application.

Skills

Awareness of ITIL & Service Management

Understanding of IM&T terminology

Basic knowledge in use of tools

Experience with service desk software

Job description

Job Description - Service Desk Analyst (00133477)

Service Desk Analyst - 00133477

Job Title: Service Desk Analyst

Location: Warton. We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this particular role

What you’ll be doing:

• Monitoring shared mailboxes, answering telephone and email requests from both internal staff and customers and conducting remote troubleshooting
• Advising on procedures for directing customers IT-related queries to the appropriate function
• Asking targeted questions to diagnose problems and guiding users with simple, step-by-step instructions
• Process in a timely manner all Customer Request Fulfilments, Incidents & Problem Management tickets
• Maintenance of the service desk application
• First line support activities managing aspects of Microsoft Active Directory account administration

Your skills and experiences:

• Awareness of ITIL & Service Management
• Understanding of IM&T terminology, processes and approaches in a range of situations
• Basic knowledge in use of tools, techniques and systems
• Experience and knowledge of service desk software

As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts - you may also be eligible for an annual incentive.

The EIT Infrastructure Engineering Service Desk team:

Provide IM&T Service Desk first line Support in response to telephone, email and on-line help requests, incident management and problem resolution for the Products and Services supported by EIT-IE. Work across a broad range of technologies and liaise across multiple areas of the business to support incidents, problems and requests. Responsible for answering IT requests and explaining solutions in technical and nontechnical terms.

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc .) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role , to allow for meaningful security vetting checks.

Closing Date: 11th February 2026

We reserve the right to close this vacancy early if we receive sufficient applications for the role . Therefore, if you are interested, please submit your application as early as possible.