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- Tasks: Provide advanced technical support and mentor junior team members in a dynamic IT environment.
- Company: Join a leading tech firm focused on service excellence and innovation.
- Benefits: Competitive pay of £400 per day, onsite work, and opportunities for professional growth.
- Why this job: Make a real impact by improving IT services and supporting users with cutting-edge technology.
- Qualifications: 5+ years in IT Service Desk, DV Clearance, and strong troubleshooting skills required.
- Other info: Dynamic role with opportunities to work in Agile and DevOps environments.
The predicted salary is between 72000 - 108000 £ per year.
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.
Key Duties and Responsibilities
- 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.
Required Competencies
- 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).
Desired Competencies
- Experience in environments using Agile or DevOps ways of working.
- Experience in Cloud Platforms.
- Experience in Defence.
- Exposure to automation or scripting.
Service Desk Analyst - DV Cleared in Bath employer: CBS Butler
Contact Detail:
CBS Butler Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - DV Cleared in Bath
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who are already in roles similar to the Service Desk Analyst. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and ITIL practices. We recommend doing mock interviews with friends or using online platforms to get comfortable with common questions related to service desk scenarios.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss specific examples where you’ve tackled complex incidents or improved processes. This will highlight your experience and leadership potential.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Analyst - DV Cleared in Bath
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Service Desk roles and any relevant ITIL qualifications. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Desk Analyst role. Share specific examples of how you've tackled complex incidents or improved service processes in the past.
Show Off Your Technical Skills: Since this role requires strong technical troubleshooting skills, make sure to mention your experience with tools like Jira Service Management and your understanding of systems like Active Directory. We love seeing candidates who can hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at CBS Butler
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v4 knowledge. Be ready to discuss how you've applied ITIL practices in your previous roles, especially around incident and change management. This will show that you understand the framework and can contribute to improving service management processes.
✨Showcase Your Technical Skills
Prepare to talk about your experience with ITSM tools like Jira Service Management and any cloud environments you've worked with. Have specific examples ready that demonstrate your troubleshooting skills and how you've resolved complex issues in the past.
✨Demonstrate Leadership and Mentoring
Since this role involves mentoring junior team members, think of instances where you've taken on a leadership role. Share how you've supported others, driven improvements, or contributed to team success. This will highlight your ability to lead and foster a collaborative environment.
✨Communicate Clearly and Effectively
Effective communication is key in this role. Practice explaining technical concepts in simple terms, as you'll need to communicate with both customers and internal stakeholders. Being clear and concise will help you stand out as a candidate who can bridge the gap between technical and non-technical teams.
