Service Desk Shift Analyst

Babcock Mission Critical Services España SA.; Portsmouth; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology services provider is seeking a Service Desk Shift Analyst in Portsmouth, UK. This role involves delivering first-line IT support, ensuring smooth operations while engaging in a customer-centric environment. Candidates should have strong customer service experience and familiarity with IT systems. Join a purposeful organization that values flexibility and offers various benefits including a matched pension scheme and professional development opportunities.

Benefits

Matched contribution pension scheme

Access to a Digital GP and health consultations

Employee share scheme

Employee shopping savings portal

Payment of professional fees

Holiday Trading options

Be Kind Day for volunteering opportunities

Qualifications

• Demonstrable customer service experience, face-to-face or over the phone.
• Experience in a service desk or call centre environment.
• Familiarity with ticketing systems is a plus.
• Experience with Active Directory and Microsoft applications is essential.

Responsibilities

• Provide first-line IT support to users via phone, chat, and service requests.
• Ensure all interactions are logged in the ticketing system.
• Deliver excellent customer service across all channels.
• Escalate issues promptly to relevant teams.

Skills

Customer service experience

Service desk or call centre experience

Familiarity with ticketing systems

Experience with Active Directory

Passion for IT

Job description

Service Desk Shift Analyst

Location: Portsmouth, GB, PO6 4TT

Onsite or Hybrid: Hybrid

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 This role requires the ability to achieve and maintain Standard (BPSS) / Security Check (SC) security clearance.

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

• 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.

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