Service Desk Analyst

  • Job ref:


  • Location:

    Newport, Wales

  • Sector:


  • Job type:


  • Salary:

    Up to £32000.00 per annum

  • Contact:

    Charlie Cameron

  • Email:

  • Published:

    9 months ago

  • Start date:


Service Desk Analyst

Full time permanent
Location Newport
Security Clearance Level SC
Salary To £32000.00

25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund

Service Desk Analyst/ Help Desk Support/ 1st Line Support/ 2nd Line Support/ IT Helpdesk Support.

The Role

This is a 1st Line opportunity where you will support our Customer's cloud infrastructure through providing advice and mentorship on issues. You will work within established processes, procedures and guidance, providing a range of support services to an agreed standard. We work a 7.5 hour weekly shift rotation covering a 7am-7pm, Mon-Fri service. This role will move to a 24x7 shift pattern in 2022. The role must be based on-site due to security restrictions with the environment.

Key responsibilities:

  • Supervising the cloud platform
  • Executing security scans on the platform
  • Solving/closing 1st level incidents and re-assigning to 2nd line support where vital
  • Document of actions when closing tickets so that relevant quality inspections and service improvement can be carried out

Required skills
You need to have:

  • Experience of tools, techniques and methods associated with 1st/2nd line support
  • Demonstrable experience of working as a Support Analyst on small to medium support environments
  • Ability to investigate and analyse problems and queries
  • Monitor service against service level agreements
  • Experience with any DevOps tools
  • Experience with Agile, Safe, Scrum methodologies
  • Experience with virtualisation technologies ( HyperV, Citrix & Scvmm)
  • Knowledge of Jenkins, Jira, Mattermost
  • Knowledge of automation (such as Ansible, Cloudforms)

CBSbutler is acting as an employment agency for this role.​