Service Desk Analyst

Key Responsibilities

• Act as the first point of contact for users, providing high-quality customer support.
• Log, prioritize and categorize incidents and requests using Jira Service Management.
• Perform initial investigation and diagnosis, resolving issues where possible.
• Escalate incidents to resolver groups following defined workflows.
• Maintain accurate and clear records of all interactions.
• Support major incident communication and coordination.
• Contribute to service improvement initiatives.
• Triage/mange major incidents using the knowledge base.

Essential Experience

• In a Service Desk Analyst position.
• Working knowledge of ITIL processes (Incident, Request, Service Desk).
• Experience with Jira Service Management or similar ITSM tooling.
• Experience using Confluence.
• Excellent communication and customer-service skills.
• Strong problem-solving and triage ability in line with 1st and 2nd line support.
• Eligibility and willingness to obtain SC clearance.
• Ticket, troubleshooting and service management experience.
• Working with/within a knowledge management platform.

Role Specifics

8am - 4pm, on-site
Base location - Portsmouth
Contract until 30/04/2028, fixed-term permanent available if preferred.