At a Glance
- Tasks: Provide top-notch customer support and resolve technical issues in a dynamic IT environment.
- Company: Join a leading IT service management team supporting secure MOD cloud services.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work culture.
- Other info: Opportunity to grow within an ITIL 4-aligned setting with continuous improvement initiatives.
- Why this job: Be the first point of contact for users and make a real difference in their tech experience.
- Qualifications: Experience in service desk roles and a passion for customer service.
The predicted salary is between 33750 - 41250 £ per year.
- JOB ADVERT - Service Desk
- Analyst
- Job
- Title: Service
- Desk
- Analyst
- Security
Clearance: SC (or ability to obtain) We are looking for a customer-focused Service Desk Analyst to join our IT Service Management function supporting a secure MOD private cloud environment.
This role is ideal for individuals with experience in Service Desk Analyst/Service Operations who are looking to grow their capabilities within an ITIL 4-aligned setting.
Working as part of a dedicated service team, you will provide first-line technical support, ensure incidents and service requests are handled efficiently and escalated to the relevant team, and contribute to the continuous improvement of our digital services.
Key responsibilities Act as the first point of contact for users, providing high-quality customer support.
Log, prioritise and categorise 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.
Use and improve knowledge articles in Confluence.
Support major incident communication and coordination.
Contribute to service improvement initiatives.
Work in alignment with ITIL 4 practices and ISO 20000 processes.
Triaging/management of major incidents using the knowledge base.
Essential Experience in a Service Desk Analys...
Service Desk Analyst in Hampshire employer: Carbon 60
At Carbon 60, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. Located in Harlow, this hybrid role offers flexibility and the chance to engage with a dedicated Quality team, ensuring your contributions directly impact our commitment to quality excellence. With opportunities for professional growth and development, joining us means being part of a forward-thinking company that values your expertise and dedication.
