Service Desk Analyst

Job Title:Service Desk Analyst
Location: Malvern, Worcestershire + Adaptive Working Arrangement
Package: Highly Competitive Salary + Benefits Package
Role Type: Permanent
Role ID: SF16311
Be part of the QinetiQ journey. Join us as a Service Desk Analyst at our Malvern site where you will have the opportunity to work with cutting-edge technology and many of the industry’s most brilliant minds.
The role
As a Service Desk Analyst you'll be responsible for the day to day functional operation of the Service Desk. This internal and customer facing role is integral to the running of the Service Desk, ensuring tickets are managed effectively and queries and issues raised by customers, stakeholders and internal support staff are resolved efficiently, escalating complaints and issues as appropriate.
Accountabilities of the Service Desk Analyst
Use the ITSM tool on a daily basis, including accurate classification, prioritisation, triage, and allocation of tickets
Challenge support teams to ensure tickets are updated and completed as required
Seek to continuously improve the day to day running of the Service Desk, including improving the overall customer experience
Provide a high quality support experience to internal and external customer, support teams, and stakeholders
Work in accordance with organisation policies, procedures and work instructions, safeguarding confidentiality and integrity of company and customer information
Produce a variety of accurate reports specific to customer and business requests
This is a full time role, 37 hours per week, based at Malvern Technology Centre. The succesful candidate will work as part of a shift system with the option to work from home three days per week.
Essential experience of the Service Desk Analyst
Effective communication skills, both verbal and written
Ability to discuss and/or correspond effectively on varied subject matters with a cross section of people.
Adaptable, with the ability to prioritise a varied workload
Ability to form good working relationships and collaborate with others
Demonstrable experience in ensuring level of service meets business needs
Basic knowledge of ITIL processes and the ability to expand knowledge in-line with business operations
Qualifications for the Service Desk Analyst
We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience then we would like to hear from you.
Please note that all applicants must be eligible for SC clearance, as a minimum.
UKSV National Security Vetting Solution: guidance for applicants - GOV.UK (www.gov.uk)
Our Benefits
Adaptive working
Generous holiday allowance
Health Cash Plan, Private Medical Insurance and Dental Insurance
Matched contribution pension scheme, with life assurance
Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more.
Holiday Trading is a benefit that allows most employees to buy up to 5 days’ additional leave.
We are proud to support the Armed Forces community by honouring the Armed Forces Covenant.
Payroll Giving and Volunteering - helping charities and local community.
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