Service Desk Analyst

weServed ofVeterans Ltd.; West of England; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension with life assurance

Aviva DigiCare+ health services

Professional Fees paid

Reservists leave

Job summary

Babcock International is hiring a Service Desk Analyst to deliver high-quality 1st and 2nd line support for a diverse portfolio of software applications. Based on-site at the Technology Centre with hybrid working options, you will help ensure incidents are resolved and access is controlled, supporting critical digital services.

The role requires excellent communication, analytical problem-solving, and experience across SDLCs (Agile/Waterfall).

Qualifications

• Analytical and problem-solving abilities with a track record of identifying root causes.
• Experience across software development lifecycles including Agile and Waterfall.
• Good understanding of business processes and information management.
• Excellent verbal and written communication with diverse stakeholders.
• Working knowledge of SQL and supporting business applications.
• Degree qualified in Information Technology, Project/Programme Management, or related field.
• ITIL v4 certification is desirable.

Responsibilities

• Provide high-quality 1st and 2nd line support to users via phone, email and in person.
• Maintain Service Desk processes, procedures and documentation.
• Escalate major incidents and assist investigations and resolutions.
• Manage user accounts and access permissions.
• Support application performance through diagnostics and collaboration with dev/test teams.

Skills

Analytical skills

Problem solving

Communication skills

SQL knowledge

Education

IT degree

ITIL v4 certification - Desirable

Job description

Job Title: Service Desk Analyst

Location: Stoke Gifford, Bristol + Hybrid Working Arrangements

Compensation: £33,900 – £42,400 Depending on Experience

Role Type: Full time / Permanent

Role ID: SF76761

Help deliver critical digital support that keeps essential defence programmes running

Do you want to help us in our mission, creating a safe and secure world together, whilst working on projects that are truly unique?

The Royal Navy rely on our engineering, project management and digital teams to keep their submarines at sea and submariners safe. They Protect our Nation and we help to Protect them.

At Babcock we have a true culture of opportunity – with business contracts that last decades and structured career development pathways that can take you in all kinds of directions; you will grow, develop, and achieve more than you ever thought possible. There has never been a better time for you to join Babcock Submarine Support and play your part in protecting the protectors.

The Role

As a 1st & 2nd Line Service Desk Analyst, you'll play a key role in supporting the Digital Solutions team by delivering high-quality application support services across a diverse portfolio of bespoke and commercial software applications. Working within the Service Desk team, you'll help ensure incidents are resolved efficiently, user access is managed effectively, and service performance is maintained to recognised IT service management standards.

This is an excellent opportunity to develop your technical expertise, collaborate with stakeholders across the business, and contribute to digital services that support critical operational and business programmes. Your work will directly impact service reliability, user experience, and the successful delivery of digital capabilities across the organisation.

What you’ll do:

• Providing high-quality support to users via telephone, email and face-to-face interactions.
• Maintaining Service Desk processes, procedures and support documentation.
• Escalating major incidents and supporting their investigation and resolution.
• Managing user accounts and access permissions through account management systems.
• Supporting application performance through diagnostic, corrective and problem-solving activities while assisting development and test teams throughout the project lifecycle.

What you’ll need:

• Demonstrable analytical and problem-solving skills with experience identifying root causes and resolving issues.
• Experience working across software development lifecycles, including Agile and Waterfall environments.
• Good understanding of business processes and information management principles.
• Excellent verbal and written communication skills with the ability to engage effectively with a range of stakeholders.
• Working knowledge of SQL and experience supporting business applications.
• Degree qualified in Information Technology, Project/Programme Management, or a related discipline.
• ITIL Version 4 certification - Desirable

This role is full time, 35 hours per week and is based on site at Babcock Technology Centre. Set working times are between 7am and 7pm, Monday to Friday to cover operational hours

Security Clearance

The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk)

Our Benefits

• Generous holiday allowance of 25 days plus bank holidays
• Contributory Pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave

Babcock International

For over a century Babcock International has helped to defend nations, protect communities, and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

If you have a disability or need any reasonable adjustments during the application and selection stages, please let us know. We are committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.

Closing Date: 17/11/2026