Service Desk Analyst

IBCA’s Service Desk Analyst serves as the primary point of contact for all Digital/Data/IT-related issues and requests. This role is deeply rooted in and governed by the ITIL (Information Technology Infrastructure Library) framework, focusing on delivering exceptional customer service while maintaining technical competence. The primary aim of the team and function is one of service restoration and request fulfilment in a timely way, the culture of the organisation you are restoring service operation as quickly as possible to minimise impact on business productivity.

The IBCA Service Desk Analyst isn't simply about "fixing computers", instead it is about understanding the IBCA service journey. The components within it, the role of inhouse service design and build, and the life of supporting inhouse private betas and their reliance on underpinning (sometimes externally provided) services and infrastructure.

Responsibilities Customer Service Operating as a single point of contact for IBCA users; Treating all customers in line with organisational values and ensuring the delivery of the highest levels of customer service and customer satisfaction; Confident, effective communication across a range of stakeholder groups, keeping users informed of the status of their tickets with clear, empathetic, and jargon-free updates; Recognising when an issue requires specialised support and functional/hierarchical escalations, ensuring communications are efficient and informed and ownership and focus is maintained. Incident Management Acting as the first line of defense to identify, log, categorise, and resolve hardware and software incidents; Experience of operating within detailed and formal incident and major incident management processes and identifying continuous service improvement opportunities; Familiarity of reporting, SLAs and service KPIs. Diagnosing and Troubleshooting Using a logical approach to resolve technical issues across a range of technologies; Analytical thinking to break down a problem into smaller parts and follow a structured process to find a resolution. Service Request Management Fulfilling standard requests (e.g., password resets, software installs, hardware provisioning) efficiently; Basic administration in User Management toolsets and processes (user creation, group memberships, JML processes). Knowledge Management Contributing to the Knowledge Management processes and artefacts by documenting new fixes and standard operating processes as well as review and acceptance of run books and other technical documentation provided by supporting teams.

Person specification Essential Criteria Excellent customer service skills, displaying empathy and a genuine desire to help others and the ability to remain calm and professional when dealing with frustrated users; Ability to explain complex or technical information in a simple, clear, and professional manner to non-technical stakeholders; Demonstrated ability to listen effectively to user concerns, ensuring their needs are fully understood before proposing a solution; A strong analytical mindset adept at identifying root causes rather than just symptoms; Understanding the importance of "the customer" and how IT services support wider business goals; Strong experience using ITSM tooling eg FreshService; ITIL Foundation Certification in v3/4. Strong technical proficiency and sound knowledge of a range of technologies.

Desirable Criteria A general interest in technology and an understanding of how businesses use IT systems (e.g., email, cloud storage, hardware); While experience is not required, a basic understanding of what the broader ITIL specialisms and the part they play in effectively supporting the Service Desk function; Previous experience in operating within an Agile methodology. Experience using basic office software to input or track information; An interest in "working smarter," with the ability to suggest simple ways to improve a task or workflow.

Additional information: A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Benefits Alongside your salary of £38,105, Infected Blood Compensation Authority contributes £11,039 towards you being a member of the Civil Service Defined Benefit Pension scheme. Premium allowance paid monthly after probation Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97% 32.5 days of paid annual leave plus 8 bank holidays Family friendly policies to support you and your everyday responsibilities Enhanced maternity and paternity leave, up to 12 months shared parental leave

Apply before 11:55 pm on Monday 11th May 2026