Job Vacancy Senior Service Desk Analyst (DV Security Clearance)

In this role, you will act as a senior escalation point within the Service Desk, ensuring high-quality resolution of complex incidents while maintaining excellent customer service standards. You will take ownership of service performance, mentor junior analysts and driving continual improvement across ITIL-based processes to enhance stability and user satisfaction. Working closely with technical teams and stakeholders, you will contribute to service optimisation initiatives that strengthen operational effectiveness within a secure defence environment.



You will also support the configuration and evolution of ITSM tooling, improve reporting accuracy, and ensure clear, proactive communication with customers and internal stakeholders. Your insight and initiative will help shape more efficient processes, enabling the wider team to deliver consistent, reliable outcomes.



Key responsibilities:



• Lead & Resolve complex incidents as a senior escalation point



• Support & Mentor junior Service Desk team members



• Improve & Optimise ITIL processes (Incident, Problem, Change, Configuration)



• Configure & Enhance ITSM tools such as Jira Service Management and Remedy



• Analyse & Report on service metrics to drive data-led improvements



• Communicate & Collaborate with customers and internal stakeholders



• Investigate & Recommend process enhancements

Required qualifications to be successful in this role

To succeed, you will bring strong technical troubleshooting expertise, proven Service Desk experience, and a solid understanding of ITIL-based service management practices. You will be confident supporting secure environments, communicating effectively with stakeholders, and contributing to process improvement initiatives. Experience within Defence environments and cloud-based platforms will be advantageous.



Essential qualifications and experience:



• You must hold existing HLC/DV clearance



• You should have 5+ years’ experience in an IT Service Desk or End User Support role



• Strong proficiency in ITSM tools such as Jira Service Management or Remedy



• Solid understanding of ITIL practices (Incident, Request, Problem, Change)



• ITIL v4 qualification or demonstrable equivalent experience



• Experience supporting Active Directory and cloud-based environments



• Proven ability to communicate clearly with technical and non-technical stakeholders



Desirable:



• Experience working in Defence environments



• Exposure to Agile or DevOps ways of working



• Experience with cloud platforms



• Exposure to automation or scripting





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