Service Desk Analyst: Secure ITSM in MOD Environment

Carbon; Portsmouth; On-site; GBP 26,000 - 32,000; Full time

Job summary

Carbon in Portsmouth seeks a Service Desk Analyst to join our IT Service Management function, supporting a secure MOD private cloud environment. The role sits in a structured ITIL 4 framework with first-line incident handling and escalation to specialist teams.

You will provide responsive user support on-site in Portsmouth, using Jira Service Management and Confluence to manage issues and knowledge. Eligible for SC clearance and committed to continuous improvement, this role runs 8am–4pm on-site

Qualifications

• Experience working in a Service Desk role.
• Familiarity with ITIL Incident, Request and Service Desk processes.
• Experience with Jira Service Management or similar ITSM tools.
• Experience using Confluence to maintain knowledge articles.
• Excellent communication and customer-service skills.
• Strong triage and problem-solving abilities for 1st/2nd line support.
• Eligible and willing to obtain SC clearance.
• Experience with knowledge management platforms.

Responsibilities

• Act as the first point of contact for users, delivering high-quality 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.
• Triaging and management of major incidents using the knowledge base.

Skills

Service Desk experience

ITIL processes

Strong communication

1st/2nd line support

Problem solving

Customer-service focus

SC clearance eligible

Knowledge management

Tools

Jira Service Management

Confluence

Job description

Carbon in Portsmouth seeks a Service Desk Analyst to join our IT Service Management function, supporting a secure MOD private cloud environment. The role sits in a structured ITIL 4 framework with first-line incident handling and escalation to specialist teams.

You will provide responsive user support on-site in Portsmouth, using Jira Service Management and Confluence to manage issues and knowledge. Eligible for SC clearance and committed to continuous improvement, this role runs 8am–4pm on-site