Service Desk Analyst - DV Cleared
Posted 4 days ago by CBSbutler Holdings Limited trading as CBSbutler
£400 Per day
Inside
Onsite
Corsham, Wiltshire
Summary: The Service Desk Analyst - DV Cleared role is focused on providing advanced technical support and mentoring junior team members within an IT support function. The position requires a strong emphasis on customer service and the ability to handle complex incidents, while also driving continual service improvement. The ideal candidate will possess a combination of technical troubleshooting skills and leadership capabilities, along with a solid understanding of IT service management best practices.
Key Responsibilities:
- Provide 1st line support, assisting customers with first-time fixes and account creations.
- Assist with configuration and development of ITSM tools such as Jira Service Management and Remedy.
- Investigate problems and opportunities in existing processes and recommend solutions.
- Oversee and improve ITIL-based service management processes, including incident, problem, change, and configuration management.
- Contribute to management information and service reporting, ensuring data accuracy.
- Responsible for communications to customers and internal stakeholders.
Key Skills:
- Understanding of systems such as Active Directory and 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).
Salary (Rate): £400/day
City: Corsham
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
description: 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 roleExperience 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