Service Desk Analyst

Job Title: Service Desk AnalystLocation: Portsmouth, Hampshire & Hybrid Working ArrangementsCompensation: Competitive Salary + BenefitsRole Type: Full time / PermanentRole ID: SF64813 Be the First Line of Defence in a Fast-Paced Tech Environment At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Analyst at our Lakeside site, near Portsmouth, Hampshire. The role As a Service Desk Analyst, you’ll have a role that’s out of the ordinary. You’ll be the first point of contact for IT support across Babcock’s UK and international operations. This is a customer-facing role where your technical expertise and communication skills will help resolve issues quickly and efficiently, ensuring our teams can continue delivering critical services in defence, aerospace and engineering. Day-to-day, you’ll be: Answering incoming contacts including calls and live chat, logging and updating tickets to agreed standards Using active listening to understand and prioritise customer needs against SLAs Diagnosing and resolving technical issues using first line fix criteria Escalating incidents to 2nd and 3rd line support when needed Delivering exceptional customer service and meeting performance targets This role is full time, 37.5 hours per week working Monday to Friday, earliest start 6.30am and latest finish 5.30pm and is based at our Lakeside Offices and provides hybrid working arrangements. Essential experience of the Service Desk Analyst Proven experience in delivering excellent customer service in any industry either over the phone or a face‑to‑face role will be considered Strong customer service skills, both face‑to‑face and over the phone Ideally you will have experience using a Service Management system to manage incidents and requests Confident IT user with the ability to apply technical fixes using standard IT toolsets or learn how to do so Skilled in active listening and problem analysis Qualifications for the Service Desk Analyst We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you Security Clearance The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk). What we offer Generous holiday allowance Matched contribution pension scheme, with life assurance Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+ Employee share scheme Employee shopping savings portal Payment of Professional Fees Reservists in the armed forces receive 10‑days special paid leave Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. This Window opens February through to March annually ‘Be Kind Day’ enables employees to take one working day’s paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing. Babcock International For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal. We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email careers@babcockinternational.com with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview. Closing date: 09/12/2025 #EVERGREEN-25 #LI-SF1 #J-18808-Ljbffr