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Service Desk Shift Analyst

Country/Region:  GB
City:  Portsmouth

Service Desk Analyst - 1st Line Support 

Location:          Portsmouth. PO6 3EN (with some home working)
Compensation: £24,793
Role Type:        Full time / Permanent 

Hours:               4 consecutive shifts a week, of either 6.30am - 6.30pm, or 8.30am – 8.30pm
Role ID              SF42943 


Here at Babcock International, Portsmouth we’re looking to recruit a Service Desk Analyst to join an established 1st Line Support team working at our Lakeside site.

As a Service Desk Analyst, you’ll undertake 1st line support tasks, serving internal teams with their 1st line issues and escalating to 2nd line as and when required during the day. In the evening you will also be involved in; completing work orders, configuring USB sticks and dealing with the mailbox.

You will be joining at busy and highly motivated team and will be mainly working on Exchange, Active Directory, Cisco IP, Remote Log-ins, Server infrastructure.

There is a clear career path for you to progress into 2nd line work and beyond, within our large multi-discipline IT function


Who we are looking for?

We are looking for someone with proven Service / Help Desk / Customer Service Experience, both face to face and over the phone, ideally you will also have proven experience in using a Service Management system to manage all incidents and requests, as well as experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

What will you be doing?

To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
The experience you’ll bring 

Proven Service/Help Desk experience
Customer Service Experience, both face to face and over the phone
Proven experience in using a Service Management system to manage all incidents and requests.
Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
Customer Focused, committed to providing a professional 1st line service
Able to work within a high volume and fast paced environment
An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
The successful candidate must be able to achieve DV security clearance level for this role. 

This role will involve working shifts on a 4 on / 4 off basis of either 6.30am- 6.30pm or 8.30am – 8.30pm


What a role with Babcock offers? 

As you are supporting our business we’ll be supporting you. We offer excellent benefits, facilities and amenities – such as on-site shops, restaurants, free parking and free shuttles from city centre trains and bus stops.

Holiday entitlement
Pension Plan
Access to make a difference for a sustainable environment for future
A tailored personal development and training programme.
Autonomy. Trusted and empowered to deliver and be your best. 
About Babcock 

Babcock Corporate Services (BCS) is a global function, with our largest site being Lakeside in Portsmouth, but we operate from multiple sites around the world.  BCS supplies and operates all IT, security, procurement, and finance Shared Services.  We are embedded alongside the operations that we serve, enabling us to maintain close working relationships that support delivery to our customers. We drive standardisation, simplification and automation across Babcock, to help generate sustainable value for the group and our external customers.


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Application Guidance: 

All applications should be made online.

We are committed to building an inclusive culture and strive to attract talent who thrive in an inclusive and flexible working environment. If you have a disability or need any reasonable adjustments during the application and selection stages, please let us know and will respond in a way that best fits your specific needs.

Please follow the link when you apply to find out more about how COVID-19 is impacting Recruitment and On-boarding for applicants.




Job Segment: Help Desk, Information Technology, Cisco, Technology

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