Service Desk Analyst

Service Desk Analyst — 10 month FTC

Join us and you’ll have an opportunity to make an impact and be part of an organisation committed to driving sustainable outcomes. At OS, we use location data and intelligence to help customers build more resilient societies, preserve the environment, foster healthier, happier spaces that people want to live in, and support the delivery of improved public services and critical infrastructure.

As a key member of our Service Desk team, you’ll be the first point of contact for IT‑related queries, ensuring timely and effective resolution of incidents and service requests. You’ll play a vital role in maintaining high levels of customer satisfaction and supporting the smooth operation of our IT services.

• Provide first‑line technical support via phone, Live chat and our ticketing system
• Log, track, and resolve incidents and service requests in line with SLAs
• Troubleshoot hardware, software, and network issues
• Escalate complex issues to second‑line support when necessary
• Maintain accurate documentation and knowledge base articles
• Support onboarding and off‑boarding processes for staff

• Previous experience in a service desk or IT support role
• Strong communication and problem‑solving skills
• Familiarity with Windows OS, Microsoft 365, and basic networking
• Ability to work independently and as part of a team
• Great customer‑service skills
• ITIL Foundation certification (desirable but not essential)

We want you to love what you do. That is why our benefits package rewards a job well done. Check out how we support and invest in our employees by clicking here.

• Salary: £25,463 – £29,707
• Performance‑related bonus up to 10%
• A competitive pension scheme (OS contributes up to 12.07%)
• 28 days annual leave in addition to bank holidays on joining, (3 taken over Christmas) increasing by one day per year, to a maximum of 5 years
• Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
• Free subscription to OS Maps
• Access to online learning platforms
• Coaching and Mentoring schemes
• Plus, a suite of excellent additional perks and benefits

• An extra day’s leave for each year you work, up to 33 days
• Employee Assistance Programme
• Hybrid working
• Free onsite parking at our modern HQ in Southampton
• We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
• Eyecare Vouchers
• OS Explorers Nursery discount
• Cycle to Work scheme
• We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme

OSHQ is based in Southampton, Hampshire but at OS we embrace a hybrid working model and provide flexibility to work from our fantastic offices in Southampton or from home. This role is within our Service Desk Team which requires in‑person at OSHQ full‑time during the 1st month of training. You will also therefore be required to work in the office on a regular basis, with the ability to work flexibility, around business needs.

OS conducts pre‑employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS)). Some of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.

Thursday 12th March 2026

• Stage 1 – Competency based interview at OSHQ & Personality Questionnaire
• Interviews are scheduled to take place in person at Ordnance Survey Head office and expected Week commencing 16th March 2026.

Unfortunately, we are currently unable to offer sponsorship for this role, therefore you must have the right to work in the UK, without the need for employer sponsorship. We are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.

Research indicates that women, individuals with disabilities, LGBTQ+ community members, neurodiverse individuals, and people from ethnic minority backgrounds often hesitate to apply for jobs unless they meet every single qualification. At Ordnance Survey, we are dedicated to fostering a diverse, inclusive, and genuine workplace where everyone can thrive. If you’re enthusiastic about this role but your experience doesn’t perfectly match every qualification in the job description, we encourage you to apply anyway.

You might be the ideal candidate for this or other roles within Ordnance Survey.

Customer Experience (CX), Help Desk Support, Information Technology (IT) Support, Phone Services, Process Improvements, Service Levels, Technical Support