Senior Service Desk Analyst

Public Sector Resourcing, managed by AMS; United States; Remote; USD 61,000 - 123,000; Full time

Job summary

MOD is seeking a Senior Service Desk Analyst for a 5-month contract (Inside IR35) to work remotely within the UK. The role involves ownership of complex incidents, service requests and customer enquiries, guiding junior analysts, and contributing to knowledge base and CMDB data quality.

You will use Jira Service Management to manage tickets, monitor queues and SLAs, and produce service desk reporting to drive continual improvement. Strong communication and ITSM experience are essential.

Qualifications

• Experience in IT service desk or IT support environment.
• Owns complex incidents, service requests or enquiries.
• Experience with CMDB and configuration data.
• Uses ITSM tool to manage tickets, queues and escalation.
• Coaches colleagues and improves operational quality.
• Produces service desk reporting and trend analysis.
• Knowledge management and knowledge articles.
• Asset and configuration management understanding.
• Strong written and verbal communication.
• Ability to work with limited supervision.

Responsibilities

• Provide senior operational support across the service desk.
• Use Jira Service Management to record, prioritise, investigate, resolve and escape tickets.
• Monitor service desk queues, workload and SLA performance.
• Use service desk data to identify trends and opportunities for improvement.
• Proactively identify missing configuration information and improve CMDB data quality.
• Coach and develop Service Desk Analysts to maintain quality.
• Coordinate work across the service desk and escalate staffing if needed.
• Act as escalation point for complex enquiries.
• Maintain and improve SOPs, scripts and runbooks.
• Promote communication between users, service desk and resolver teams.

Skills

IT service desk experience

Incident ownership

Service desk coaching

Tools

Jira Service Management

Job description

On behalf of the MOD, we are looking for a Senior Service Desk Analyst (Inside IR35) for a 5 month contract (with potential extension) working REMOTELY.

The Senior Service Desk Analyst provides experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries and supporting the effective use of ITSM tooling. The role provides day-to-day guidance to Service Desk Analysts, maintains high standards of ticket quality and customer service, and contributes to the development of the knowledge base, configuration management data, operational procedures, reporting and continual service improvement.

Responsibilities

• Provide experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries.
• Use Jira Service Management to record, prioritise, investigate, resolve and escape tickets, ensuring accurate and complete ticket information is maintained.
• Monitor service desk queues, workload, ticket ageing and service level performance, taking action or escalating where service performance is at risk.
• Use service desk data, performance metrics and reporting to identify trends, risks and opportunities for continual service improvement.
• Proactively identify missing, inaccurate or incomplete configuration information and contribute to improving CMDB data quality.
• Provide day-to-day guidance, coaching and support to Service Desk Analysts, promoting consistent working practices and effective service resolution.
• Support the allocation and coordination of work across the service desk, escalating resource or coverage concerns to the Service Desk Manager.
• Act as an escalation point for complex enquiries and difficult customer interactions.
• Maintain and improve service desk standard operating procedures, scripts, templates, runbooks and guidance materials.
• Promote effective communication between users, the service desk, service managers and technical resolver teams.
• Coach and develop Service Desk Analysts, supporting performance and availability.

Essential

• Demonstrable experience of working in an IT service desk, IT support or service management environment.
• Experience of taking ownership of complex incidents, service requests or customer enquiries.
• Experience of using or contributing to a CMDB and understanding how configuration information supports incident and request resolution.
• Practical experience of using an IT service management tool to manage tickets, queues, priorities, updates, escalation and resolution.
• Experience of supporting or coaching colleagues and improving the consistency or quality of operational work.
• Experience of producing or contributing to service desk reporting, analysing trends and identifying service improvement opportunities.
• An understanding of knowledge management and experience of creating, reviewing or improving support documentation or knowledge articles.
• An understanding of asset and configuration management, including how service and configuration information supports effective incident and request handling.
• Ability to interpret service desk information and identify trends, risks or areas requiring improvement.
• Strong written and verbal communication skills, including the ability to communicate effectively with users and technical resolver teams.
• Evidence of taking ownership, exercising sound judgement and working effectively with limited supervision.

Desirable

• Practical experience of Jira Service Management.
• Experience of developing or maintaining a service desk knowledge base.
• Experience of supporting the onboarding or transition of new services into live support.
• Experience of working in an ITIL-aligned service management environment.
• Experience of working with service catalogues, service levels or operational reporting.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, the MOD encourage applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role‑specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces Covenant

As a signatory of the Armed Forces Covenant, the MOD welcome applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role‑specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.