Service Desk Analyst - 2nd Line

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Job description

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

Position

The position of Service Analyst role will be based out of MOD Corsham, Wiltshire. This is a critical part of the Service Desk team, providing frontline end-user support for the MOD platforms. This role is responsible for addressing user requests, managing incidents, and ensuring an efficient, seamless service experience for all users across both OFFICIAL and SECRET tiers.

Essential Skills & Experience

• Proven experience in a Service Desk or Helpdesk environment, handling incident and service request management within a structured ITSM framework.
• Proficiency in Jira ITSM (or a similar ITSM tool) for managing incidents, requests, and escalations, with a strong understanding of ticketing workflows.
• Excellent communication and interpersonal skills, with a customer-focused approach to resolving user issues and providing guidance.
• Strong problem-solving abilities, especially in resolving issues quickly and efficiently, and escalating as necessary to meet SLAs.
• Experience in handling high-priority (P1-P4) incidents and understanding response time and escalation protocols for critical systems.
• Skilled in using data and reporting tools, such as Power BI or equivalent, for basic data analysis to track service desk performance and report on SLAs and KPIs.
• Familiarity with ServiceNow for application support and workflow management, particularly within an AWS-hosted environment.
• Basic understanding of AWS CloudTrail and CloudWatch for monitoring system logs and supporting advanced troubleshooting.
• Knowledge of ServiceNow CMDB for asset and configuration management.
• Experience with AWS IAM and ServiceNow RBAC for managing user access and permissions.
• Exposure to MOD or similar high-security environments, with an understanding of secure data handling practices.
• ITIL v3/v4 certification or equivalent training in IT service management frameworks.

Main Duties

• Act as the primary point of contact on the Service Desk, using Jira ITSM to handle user-reported incidents, service requests, and escalations, maintaining detailed ticket records and status updates.
• Provide direct support to end users across applications managed in ServiceNow within AWS, focusing on troubleshooting access issues, assisting with basic application functions, and guiding users through self-service tools.
• Manage and track all incidents in Jira, ensuring timely resolution and escalations as required, particularly for issues impacting business-critical functions or sensitive information handling.
• Collaborate with technical teams to address recurring issues and implement permanent fixes, enhancing the end-user experience and minimising future disruptions.
• Support onboarding and access management for end users, working with AWS IAM and ServiceNow RBAC to assign permissions aligned with MOD standards.
• Generate user support performance reports in Power BI to assess Service Desk efficiency and user satisfaction, presenting insights to the Service Manager for improvement planning.
• Operate the Service Desk during business hours, ensuring adherence to MOD SLAs and responding to P1-P4 incidents according to priority guidelines

Notes

37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required.
Travel to customer sites may be required so the ability to travel as and when required needs to be considered.
This role requires a DBS and BPSS security checks.

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