Service Desk Shift Analyst

Babcock International; Portsmouth; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading defence and engineering company is seeking a Service Desk Shift Analyst in Portsmouth, offering hybrid working arrangements. This role involves providing first-line IT support and making a significant impact in the field. Candidates should have experience in customer service and familiarity with Active Directory. Competitive salary and generous benefits package are available.

Benefits

Generous holiday allowance

Matched contribution pension scheme

Access to digital GP

Employee share scheme

Payment of professional fees

Holiday Trading

‘Be Kind Day’ for volunteering

Excellent development opportunities

Qualifications

• Customer service experience (face-to-face or over the phone).
• Previous service desk or call centre experience.
• Familiarity with ticketing systems.
• Experience with Active Directory and Microsoft applications.
• A strong interest or passion for IT.

Responsibilities

• Answer calls, chats, and service requests to the Service Desk.
• Capture all interactions in the ticketing system.
• Deliver excellent customer service across all contact channels.
• Escalate issues when needed.
• Support second and third-line teams with admin tasks.

Skills

Customer service experience

Service desk or call centre experience

Familiarity with ticketing systems

Experience with Active Directory

Strong interest in IT

Tools

Microsoft applications

Job description

Job Title: Service Desk Shift Analyst
Location: Portsmouth, Hampshire + Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits + Overtime
Role Type: Full time / Permanent
Role ID: SF68414

Be the First Line of Defence in a Fast-Paced Tech Environment

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Shift Analyst at our Lakeside site, near Portsmouth, Hampshire.

The role

As a Service Desk Shift Analyst, you’ll have a role that’s out of the ordinary. You’ll be at the heart of our Corporate Services team, delivering essential first-line IT support that keeps our operations running smoothly. This is more than just a tech support role, it’s your opportunity to make a real impact in defence, aerospace and engineering. You’ll be helping to protect national infrastructure while building a rewarding career in a dynamic and purpose-driven organisation.

Day-to-day, you’ll be:

• Answering calls, chats, and service requests to the Service Desk to defined standards
• Capturing all interactions in our ticketing system
• Delivering excellent customer service across all contact channels
• Escalating issues when needed to ensure prompt resolution
• Supporting second and third-line teams with admin tasks and infrastructure checks

This role is full time, 40.5 hours per week and is a 4 days on / 4 days off shift pattern. Shifts run between 6:30am and 8:30pm, delivered from our Lakeside Offices in Portsmouth, with some flexibility for home working if your work day falls on a weekend or bank holiday.

Essential experience of the Service Desk Shift Analyst

• Customer service experience (face-to-face or over the phone)
• Previous service desk or call centre experience
• Familiarity with ticketing systems
• Experience with Active Directory and Microsoft applications
• A strong interest or passion for IT

Qualifications for the Service Desk Shift Analyst

• We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you.

Security Clearance

The successful candidate must be able to achieve and maintain Standard (BPSS) / 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).

What we offer

• Generous holiday allowance
• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually
• ‘Be Kind Day’ enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock International
For over a century Babcock 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.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [e-mail] with the subject header ‘Reasonable adjustments requirement’. We’re 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: 12/11/2025

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