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- Tasks: Provide top-notch customer support and resolve technical issues in a secure IT environment.
- Company: Join a leading IT service management team with a focus on innovation and growth.
- Benefits: Gain valuable experience, work in a modern setting, and enjoy career development opportunities.
- Why this job: Kickstart your IT career while making a real difference in a secure environment.
- Qualifications: Experience in service desk roles and knowledge of ITIL processes are essential.
- Other info: Fixed-term contracts available; work hours are 8am to 4pm on-site in Portsmouth.
The predicted salary is between 30000 - 42000 £ per year.
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.
- 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.
- MoD, Defence or wider UK Government experience.
- ITIL 4 Foundation.
- Confluence and Jira familiarity.
- Understanding of continuous improvement.
- Experience working in a high-secure environment.
Role Specifics: 8am - 4pm, on-site. Base location - Portsmouth. Contract, fixed-term perm available if preferred. This is an excellent opportunity to grow your career within a structured, secure, and modern IT service environment.
Service Desk Analyst in Portsmouth employer: Carbon
Contact Detail:
Carbon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Portsmouth
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with incidents and requests, think of common IT issues and how you'd resolve them. This will boost your confidence and prepare you for those tricky questions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Service Desk Analyst in Portsmouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Service Desk Analyst and any relevant ITIL knowledge. We want to see how your skills match the job description, so don’t be shy about showcasing your customer service and problem-solving abilities!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention specific experiences that relate to the role and show us your enthusiasm for working in a secure MOD environment.
Show Off Your Technical Skills: Don’t forget to mention your familiarity with tools like Jira Service Management and Confluence. We love seeing candidates who can hit the ground running, so highlight any ticketing or troubleshooting experience you have!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into our hands quickly, especially since we expect a high volume of applications. Don’t miss out on this opportunity!
How to prepare for a job interview at Carbon
✨Know Your ITIL Basics
Make sure you brush up on your ITIL 4 knowledge before the interview. Understand the key processes like Incident Management and Service Requests, as these will be crucial in your role as a Service Desk Analyst.
✨Familiarise Yourself with Jira and Confluence
Since you'll be using Jira Service Management and Confluence, it’s a good idea to get comfortable with these tools. If you can, try to demonstrate your experience with them during the interview by sharing specific examples of how you've used them in past roles.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Prepare to discuss how you've handled customer interactions in the past, especially any challenging situations where you provided excellent support.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you triaged incidents or contributed to service improvements, and be ready to explain your thought process and actions.