Service Desk Engineer - DV Cleared - Wiltshire

Senior Service Desk Analyst - DV Cleared - Wiltshire - 3 months + - ILIL - Atlassian JIRA Service Desk

We are seeking an experienced Senior Service Desk Analyst to provide advanced technical support, mentor junior team members, and help drive continual service improvement across the IT support function. This role serves as a key escalation point for complex incidents, ensures high-quality customer service, and contributes to the stability and performance of end-user technology services.

The ideal candidate combines strong technical troubleshooting skills with leadership ability, customer focus, and a solid understanding of IT service management best practices.

Senior Service Desk Analyst - DV Cleared - Wiltshire - 3 months + - ILIL - Atlassian JIRA Service Desk

Key Duties and Responsibilities

• Provide 1st line support where required, supporting customers users with first time fixes and account creation
• Assist with configuration and development of ITSM tools such as Jira Service Management, Remedy, and chat services such as Mattermost.
• Investigate problems and opportunities in existing processes and contribute to recommending solutions.
• Oversee and improve ITIL-based service management processes, such as incident, problem, change, and configuration management.
• Contribute to management information and service reporting, ensuring data is accurate
• Responsible for communications to customers and internal stakeholders

Required Competencies

• Understanding of systems such as Active Directory, cloud environments.
• Effective communication skills
• ITiL v4 qualified or highly experienced in the practices
• 5+ years of experience in an IT Service Desk or End User Support role
• Experience using ITSM tools (eg Jira Service Management)
• Solid understanding of ITIL-based service management practices (Incident, Request, Problem, Change)

Desired Competencies

Experience in environments using Agile or DevOps ways of working
Expererience in Cloud Platforms
Experience in Defence
Exposure to automation or Scripting

• Atlassian JIRA Service Desk
• ITIL

CLEARANCE: Must hold DV

+ SOLE BRITISH NATIONAL
Candidate must only hold a UK/British passport. No dual nationality. If not born here they must hold the right level of clearance specified above and have renounced any rights to previous citizenships. No Dual Nationality including: NO OCI or national identity cards eg NICOP

This role is inside IR35 and will require working under the direction of the client delivery manager as part of a multi-disciplinary team. The successful candidate will follow established delivery processes and working practices

This role requires the successful candidate to undergo and be eligible for UK Security Vetting at SC/DV level. Clearance sponsorship will be provided where required. Due to the nature of the work, candidates should meet the relevant residency requirements. If applicable, reserved post nationality restrictions will be confirmed by the client. Damia is committed to inclusive recruitment and welcomes applicants from all backgrounds.

Due to the secure nature of the position and working environment, you must have, or be eligible to obtain Security Clearance

More details relating to UK Security Clearance can be found here:

United Kingdom Security Vetting: clearance levels - GOV.UK

List of national security vetting clearance levels with guidance on who requires clearance and what checks are completed.

Senior Service Desk Analyst - DV Cleared - Wiltshire - 3 months + - ILIL - Atlassian JIRA Service Desk

Damia Group Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept our Data Protection Policy which can be found on our website.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

Should the role require the successful candidate to undergo and be eligible for UK Security Vetting. Clearance sponsorship will be provided where required. Due to the nature of the work, candidates should meet the relevant residency requirements. If applicable, Reserved Post nationality restrictions will be confirmed by the client. Damia is committed to inclusive recruitment and welcomes applicants from all backgrounds.

Damia Group is acting as an Employment Business in relation to this vacancy and in accordance to Conduct Regulations 2003.