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 service improvement through reporting and analysis.
• Build effective relationships with customers, suppliers, and internal teams.

What you’ll bring:

• Strong communication and stakeholder management skills.
• Excellent customer service focus.
• Highly organised with strong attention to detail.
• Ability to manage multiple priorities effectively.
• Analytical and proactive problem-solving skills.
• A collaborative team player with a flexible approach.

If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full‑time, Permanent.
Location: Office based Gloucester
Security Clearance:  DV Cleared or eligible
Internal Recruiter: Jane
Salary :£Dependant on experience
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance and pension

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety‑ and security‑critical markets.