Service Desk Analyst - DV Cleared

Service Desk Analyst

• DV Cleared role
• £400 per day Inside
• Onsite role - Bath based

• Experienced Service Desk
• DV Cleared

We are seeking an experienced Senior Service Desk Analyst to provide advanced technical support, mentor junior team members, and help drive continual service improvement across the IT support function. This role serves as a key escalation point for complex incidents, ensures high‑quality customer service, and contributes to the stability and performance of end‑user technology services. The ideal candidate combines strong technical troubleshooting skills with leadership ability, customer focus, and a solid understanding of IT service management best practices.

• Provide 1st line support where required, supporting customers users with first time fixes and account creations
• Assist with configuration and development of ITSM tools such as Jira Service Management, Remedy, and chat services such as Mattermost
• Investigate problems and opportunities in existing processes and contribute to recommending solutions
• Oversee and improve ITIL‑based service management processes, such as incident, problem, change, and configuration management
• Contribute to management information and service reporting, ensuring data is accurate
• Responsible for communications to customers and internal stakeholders

• Understanding of systems such as Active Directory, cloud environments
• Effective communication skills
• ITIL v4 qualified or highly experienced in the practices
• 5+ years of experience in an IT Service Desk or End User Support role
• Experience using ITSM tools (e.g. Jira Service Management)
• Solid understanding of ITIL‑based service management practices (Incident, Request, Problem, Change)

• Experience in environments using Agile or Dev Ops ways of working
• Experience in Cloud Platforms
• Experience in Defence
• Exposure to automation or scripting