IT Service Desk Analyst

Date: 14 Nov 2025

Location: Gatwick, GB

Company: Civil Aviation Authority

Salary: Up to £25,000 per annum dependent upon experience

Contract Type: Permanent – Full Time

Security Level: SC

Visa Restrictions: This position does not offer visa sponsorship

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

To deliver outstanding customer service by understanding users' IT and business needs. To provide centralised advice and support to customers in line with contractual arrangements.

Core Accountabilities

• Maintain a customer-centric approach, delivering a first-class service to our end users and establishing a rapport with colleagues using the service.
• Fully understand the service and deliver in line with contractual arrangements, including meeting Service Level Agreement (SLA) targets.
• Contribute valuable IT information to develop an effective knowledge base accessible by all.
• Take ownership of issues and incidents, ensuring appropriate communications are sent to key stakeholders, working through to a satisfactory conclusion.
• Meet personal and team productivity and quality targets.

About You

To be shortlisted for the role we are looking for the following skills and experience:

• Good knowledge of Windows 11 Operating System features
• Proficient use of common Microsoft applications, such as Outlook, Word, and Excel
• Experience of mobile device operating system features, specifically Android and iOS
• Good communication skills, both verbal and written
• Ability to explain and convey technical information to non-technical colleagues
• Proven customer service skills
• Positive, hardworking, and encouraging individual
• Ability to take ownership of and progress incidents to resolution
• Ability to work under pressure
• Ability to work in a team and to support team members
• Willingness and desire to learn and develop personal skills
• Communication and interpersonal skills including listening, building rapport, establishing empathy, and demonstrating awareness of internal and external issues in a calm and polite manner
• If you have an interest in IT support services and the willingness to develop new skills within this function, we would be delighted to hear from you

What Can We Offer You?

In ISD (Information Services Department) we're committed to helping team members advance and develop. This is an excellent opportunity for someone looking to progress their career in IT. There's a wealth of talent and experience within the team, covering a plethora of technologies – the ideal environment for you to learn from the best

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

SC - To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 5 years.

If you do not meet these requirements, we may not be able to accept your application.

For more information on SC clearance please visit - Vetting explained - GOV.UK )

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years' time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone –

Closing Date: Sunday 30th November 2025

Interview Date: W/C Monday 1st or 8th December 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.

Job Segment: Service Desk, Aerospace, Aviation, Customer Service