Service Desk Analyst – Cleared Site

Permanent employee, Full-time · MOD Corsham/Chippenham
£22,000 – £29,000
37.5 hours a week Mon-Fri
Must be eligible for DBS, BPSS and High-Level Security Clearances

Job Overview

We are seeking a skilled Service Desk Analyst to join the team at MOD Corsham, Wiltshire. This full-time, permanent position is an integral part of the Service Desk team, providing essential support for MOD platforms. You will be responsible for addressing user requests, managing incidents, and ensuring an efficient and seamless service experience across both OFFICIAL and SECRET information tiers.

Role Responsibilities

As a Service Desk Analyst, you will:

• Act as the primary point of contact on the Service Desk, using Jira ITSM to manage incidents, service requests, and escalations.
• Provide direct user support for applications managed in ServiceNow within an AWS-hosted environment, troubleshooting access issues and guiding users through self-service tools.
• Track and resolve incidents, escalating issues when necessary to ensure SLAs are met, particularly for high-priority (P1-P4) incidents.
• Collaborate with technical teams to address recurring problems and implement permanent solutions, enhancing overall user experience.
• Support user onboarding and access management through AWS IAM and ServiceNow RBAC, aligning permissions with MOD security standards.
• Generate performance reports using Power BI, providing insights to the Service Manager for continuous improvement planning.

Required Skills & Experience

To be successful in this role, you should have:

• Proven experience in a Service Desk or Helpdesk environment, handling incident and service request management within an ITSM framework.
• Proficiency in using Jira ITSM or similar tools for incident and request tracking, with a solid grasp of ticketing workflows.
• Strong communication and interpersonal skills with a customer-focused approach to issue resolution.
• Experience in managing high-priority (P1-P4) incidents and understanding escalation protocols for critical systems.
• Competence in data analysis using tools like Power BI, with the ability to report on SLAs and KPIs.
• Familiarity with ServiceNow for application support and workflow management within an AWS environment.
• Basic knowledge of AWS CloudTrail and CloudWatch for monitoring logs and troubleshooting.
• Understanding of ServiceNow CMDB for asset and configuration management.
• Experience with AWS IAM and ServiceNow RBAC for managing user permissions.
• Previous exposure to MOD or other high-security environments, with knowledge of secure data handling practices.
• ITIL v3/v4 certification or equivalent IT service management training.

Main Duties

• Handle user-reported incidents and requests using Jira ITSM, maintaining accurate ticket records.
• Provide troubleshooting and application support within ServiceNow, focusing on user access and functionality.
• Ensure timely incident resolution and escalation based on priority, adhering to MOD SLAs.
• Assist with user onboarding and access management, following secure handling practices.
• Compile service desk performance reports using Power BI, presenting findings to support improvement initiatives.

Notes

• Standard working hours are 37.5 per week, Monday to Friday. Occasional work outside these hours may be required.
• Travel to customer sites may be necessary, so flexibility is essential.
• This role requires completion of DBS and BPSS security checks.

Apply today to take the next step in your career as a Service Desk Analyst with us!

Related Terms: IT Service Desk | Helpdesk Analyst | Incident Management | Jira ITSM | AWS Cloud Support

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