Service Desk Analyst

Join a high-performing IT Service Desk team supporting the delivery of critical services across a range of Defence customer environments. Working at the heart of service operations, you will help ensure the seamless delivery of IT support while contributing to programmes that modernise and transform complex technology estates. As part of our Service Management function, you will play a key role in managing incidents and service requests, coordinating hardware procurement, and producing service reporting that supports operational performance and service excellence. Working closely with technical teams, suppliers, and stakeholders, you will help maintain service levels and ensure a positive customer experience. This role offers excellent exposure to IT Service Management, providing opportunities to develop your skills across service reporting, procurement, governance, and operational delivery. As your experience grows, you will have the opportunity to expand into areas such as Catalogue Management, SAFE processes, and Service Resource Management, broadening your knowledge across the wider service function. Office based: Gloucester You do need to be DV cleared or eligible for this opportunity. What you''ll be doing: ?Assign incidents and service requests to the appropriate resolver teams. Procure IT hardware and liaise with third-party suppliers. Produce and distribute daily service and performance reports. Monitor service levels and identify potential SLA breaches. Support ..... full job details .....