Service Desk Analyst - DV Cleared

Service Desk Analyst

• DV Cleared role
  
  
• £400 per day Inside
  
  
• Onsite role - Bath based
  
  Key Skills:
  
  
• Experienced Service Desk
  
  
• DV Cleared
  
  The Role:
  
  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
  Expererience in Cloud Platforms
  Experience in Defence
  Exposure to automation or scripting