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IT SERVICE DESK ANALYST - Farnborough, Hampshire

Salary: £22000 - £25000 per annum + Pension + Benefits
Location: Farnborough, Hampshire
Job type: Permanent
Sector: IT
This vacancy has now expired.


SC cleared IT Service desk Analyst


£22-25KPA + Pension and benefits

Specific Responsibilities

Our client who offers Technological and scientific expertise for their customers are currently seeking an experienced IT Service Desk Analyst to join their team. Our client covers expertise in defence, aerospace, security and related markets. If you think you have what it takes to join one of the world's finest scientific and technical minds then do not hesitate to apply.

For this position you will required to provide around the clock IT Service Desk support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. You will be responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests.

Daily Duties

  • To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.
  • To log, update and manage all calls via the IT call logging system relating to the support of all software and hardware in the Operational environment.
  • Adhere to all service management principles, including the company's software licensing processes.
  • Responsible for Software License Management including the ordering and distribution of software.
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • To take ownership of problems and be proactive when dealing with all issues.
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Liaison with third party suppliers as required.
  • Handling VIP support calls in a professional manner.
  • Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.

Responsible for update and maintenance of accurate internal work instructions and processes.

Key Capabilities & Knowledge

  • Excellent customer service skills both face-to-face and over the telephone
  • Effective interpersonal and relationship-building skills
  • Strong written and oral communication skills
  • Flexible - ability to work shifts with potential requirements for shift change at short notice

Experience & Qualifications

  • Previous experience of working in a busy Service Desk environment
  • Minimum of ITIL Foundation V3 certification
  • Minimum of CompTIA A+ qualification
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue
  • This role requires SC clearance

Desirable Qualifications

  • Support knowledge of Windows XP/Win 7/iOS Operating Systems (Windows 10 desirable)
  • Support knowledge of Microsoft Office 2003/2010 packages (Office 365 desirable)


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