{"id":2038482,"url":"https://alion.io/job/dxc-technology-service-desk-analyst-2","title":"Service Desk Analyst","company":{"id":88,"name":"DXC Technology","domain":"dxc.com","url":"https://alion.io/company/dxc-technology","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":164,"ghost_share":0,"stale_share":0.854,"repost_share":0.012,"time_to_fill_p50_days":27,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Farnborough, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":65000,"period":"year","method":"role_country_seniority_unknown","sample_n":125},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"BeyondTrust","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-10-07T17:01:59Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-20T16:45:34Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Job Description:\nDXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.\nService Desk Analyst\nLocation: Farnborough (onsite 5 days per week)\nDue to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.\nThe Service Desk Analyst is the frontline of IT service delivery - the first point of contact for all users experiencing IT issues, requesting services, or seeking information. This role provides Level 1 (first-contact resolution) and Level 2 (advanced troubleshooting and investigation) support across the organisation's IT service portfolio, ensuring incidents are resolved, service requests are fulfilled, and users are kept informed throughout.\nAligned to ITIL 4 practices, the Service Desk Analyst operates within a structured service management framework - logging, categorising, prioritising, diagnosing, resolving, and escalating contacts in accordance with defined processes, SLAs, and quality standards. The role is not simply about answering calls and logging tickets - it is about delivering a professional, consistent, and empathetic user experience that restores service quickly and minimises business impact.\nThe Service Desk Analyst is the human face of IT. Every interaction shapes the user's perception of the entire IT organisation. The role demands technical competence, communication excellence, and the discipline to follow process under pressure.\nKey Responsibilities\nIncident Management (Level 1 & Level 2)\nLevel 1 - First-Contact Resolution\nAct as the single point of contact (SPOC) for all IT incidents reported via phone, email, self-service portal, chat, or walk-up.\nLog all incidents accurately and completely in the ITSM tool - capturing symptoms, impact, urgency, affected users, affected services, and CI relationships.\nCategorise and prioritise incidents in accordance with the incident categorisation matrix and priority model.\nDiagnose and resolve incidents at first contact using knowledge articles, known error records, diagnostic scripts, and standard troubleshooting procedures.\nApply known fixes, workarounds, and standard resolutions documented in the knowledge base.\nRestore service as quickly as possible - minimising business impact and user disruption.\nWhere first-contact resolution is not achievable, perform initial diagnosis and escalate to the appropriate Level 2 resolver group or specialist team with a complete and accurate handover.\nLevel 2 - Advanced Troubleshooting & Investigation\nInvestigate and diagnose incidents that cannot be resolved at Level 1 - applying deeper technical knowledge, diagnostic tools, and structured troubleshooting methodologies.\nPerform advanced troubleshooting across the following technology domains:\nDomain\nLevel 2 Scope\nEnd-User Devices\nLaptop/desktop hardware diagnostics, OS troubleshooting (Windows, macOS), driver issues, BIOS/UEFI configuration, peripheral faults\nOperating Systems\nWindows 10/11 advanced troubleshooting, Group Policy issues, registry analysis, performance diagnostics, blue screen analysis\nMicrosoft 365 / Office\nOutlook configuration and profile repair, Teams connectivity and functionality, OneDrive sync issues, Office application faults, licensing issues\nIdentity & Access\nActive Directory account management, password resets, MFA troubleshooting, SSO/federation issues, group membership and access provisioning\nEmail & Collaboration\nExchange Online mailbox issues, distribution list management, calendar delegation, shared mailbox configuration, Teams admin tasks\nNetwork & Connectivity\nVPN troubleshooting, Wi-Fi connectivity, DNS resolution, DHCP issues, network drive mapping, proxy/firewall access issues\nPrinting & Peripherals\nPrint queue management, driver installation, network printer connectivity, peripheral device troubleshooting\nSoftware & Applications\nApplication installation and configuration, compatibility issues, application crashes, licence activation, COTS and LOB application support\nSecurity\nEndpoint security agent issues, malware/phishing incident triage, security alert investigation (in coordination with security teams), account lockout investigation\nIdentify patterns and recurring incidents - escalating to Problem Management where systemic issues are suspected.\nCollaborate with Level 3 resolver groups, infrastructure teams, and application teams to resolve complex incidents.\nProvide technical mentoring and support to Level 1 analysts on advanced troubleshooting techniques.\nService Request Fulfilment\nProcess and fulfil service requests in accordance with the service request catalogue, fulfilment procedures, and agreed SLAs.\nCommon service request types include:\nCategory\nExamples\nAccess Management\nNew user account creation, access provisioning/de-provisioning, group membership changes, shared mailbox access, distribution list management\nSoftware\nSoftware installation requests, licence allocation, application access requests\nHardware\nEquipment requests (laptops, monitors, peripherals), equipment returns, equipment swaps\nMobile\nMobile device provisioning, MDM enrolment, SIM requests\nInformation\nHow-to guidance, service information requests, status enquiries\nMoves & Changes\nUser moves, desk phone changes, printer relocations\nOnboarding / Offboarding\nNew starter provisioning, leaver account disablement, equipment collection\nEnsure all service requests are logged, tracked, and fulfilled within agreed SLA targets.\nVerify fulfilment with the requesting user before closing the request.\nEscalate requests that cannot be fulfilled within standard procedures to the appropriate team with clear handover information.\nCommunication & User Experience\nProvide professional, courteous, and empathetic communication in every user interaction - regardless of channel (phone, email, chat, portal, walk-up).\nKeep users informed of incident progress, expected resolution times, and any changes to status - proactively, not only when chased.\nSet realistic expectations - if resolution will take time, explain why and what happens next.\nManage user frustration with patience and professionalism - acknowledging impact and demonstrating urgency.\nEnsure all ticket updates are written clearly, factually, and in language the user can understand - avoiding unnecessary jargon.\nFollow up with users after resolution to confirm satisfaction and ensure the issue has not recurred.\nContribute to a positive perception of the IT organisation through every interaction.\nMajor Incident Support\nSupport Major Incident Management processes by:Identifying potential major incidents based on impact, urgency, and volume of related contacts.\nEscalating suspected major incidents to the Major Incident Manager or on-call management immediately.\nLogging and linking all related contacts to the major incident record.\nProviding frontline communication to users during major incidents - relaying status updates, workarounds, and expected resolution times.\nReducing call/contact volume during major incidents through proactive communication (recorded messages, portal banners, email notifications).\n\nFollow major incident communication scripts and procedures - ensuring consistent, accurate messaging.\nKnowledge Management\nUse the knowledge base as the primary reference for incident diagnosis and resolution - following documented procedures before improvising.\nContribute to knowledge base improvement by:Identifying gaps - incidents resolved through undocumented methods should result in new knowledge articles.\nDrafting new knowledge articles and submitting them for review and approval.\nFlagging inaccurate, outdated, or incomplete knowledge articles for update.\nProviding feedback on knowledge article usability and effectiveness.\n\nParticipate in knowledge sharing sessions within the service desk team.\nEnsure knowledge articles follow the organisation's knowledge management standards and templates.\nMonitoring & Event Response (Where Applicable)\nMonitor alerting dashboards and event management consoles (where this responsibility is assigned to the service desk).\nAcknowledge, triage, and respond to automated alerts in accordance with documented procedures.\nEscalate alerts that indicate service degradation or potential incidents to the appropriate resolver groups.\nLog incidents from monitoring alerts - ensuring correlation with user-reported incidents where applicable.\nQueue Management & SLA Compliance\nManage personal and team ticket queues to ensure incidents and requests are progressed within SLA targets.\nPrioritise workload based on SLA timers, business impact, and priority - not first-in-first-out by default.\nEnsure no tickets are left unattended, stale, or breaching SLA without action or escalation.\nUpdate ticket records with every action taken - maintaining a complete and accurate audit trail.\nEscalate tickets at risk of SLA breach to the Service Desk Team Lead or Shift Lead proactively.\nReporting & Metrics Contribution\nContribute to service desk performance metrics through accurate and timely ticket logging, categorisation, resolution, and closure.\nKey metrics the analyst directly influences:\nMetric\nDescription\nFirst-Contact Resolution (FCR) Rate\nPercentage of incidents resolved during the initial contact without escalation\nFirst-Level Resolution (FLR) Rate\nPercentage of incidents resolved by the service desk (L1 + L2) without escalation to L3\nAverage Handle Time (AHT)\nAverage time spent per contact (call, chat, email)\nAverage Speed to Answer (ASA)\nAverage time to answer incoming calls\nAbandonment Rate\nPercentage of calls abandoned before being answered\nSLA Compliance\nPercentage of incidents and requests resolved within agreed SLA targets\nTicket Quality Score\nAccuracy and completeness of ticket records (categorisation, prioritisation, notes, resolution details)\nCustomer Satisfaction (CSAT)\nUser satisfaction ratings from post-resolution surveys\nReopen Rate\nPercentage of tickets reopened after closure - indicating incomplete resolution\nBacklog / Ageing Tickets\nVolume and age of open tickets in the analyst's queue\nRequired Skills & Experience\nEssential\nExperience in an IT Service Desk, IT Support, or IT Helpdesk role providing Level 1 and/or Level 2 support.\nStrong technical troubleshooting skills across end-user computing environments - Windows 10/11, Microsoft 365, Active Directory, networking fundamentals, VPN, printing, and mobile devices.\nExperience using ITSM tools for incident logging, tracking, and resolution (e.g., ServiceNow, BMC Remedy, Ivanti, Freshservice, or equivalent).\nExcellent communication skills - verbal and written - with the ability to explain technical concepts to non-technical users clearly and patiently.\nStrong customer service orientation - genuine commitment to delivering a positive user experience in every interaction.\nAbility to work under pressure, manage competing priorities, and maintain quality during high-volume periods.\nExperience working within SLA-driven environments with defined performance targets.\nMethodical approach to troubleshooting - able to follow structured diagnostic processes and document actions taken.\nAbility to work shift patterns including early starts, late finishes, and weekend cover (where applicable to the service desk operating model).\nTeam player - able to collaborate with colleagues, share knowledge, and support team performance.\nDesirable\nITIL 4 Foundation certificat...","description_format":"text","description_chars":16224,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Government","Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-07T17:01:59Z"}],"visa":[],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.567,"p_room":0.9,"age_days":13,"expected_fill_days":27,"reasons":["conf:13","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/dxc-technology-service-desk-analyst-2","json_url":"https://alion.io/job/dxc-technology-service-desk-analyst-2.json","meta":{"generated_at":"2026-10-22T03:36:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3499,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":88},"rest":"https://alion.io/mcp/rest/get_company?id=88"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdxc-technology-service-desk-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdxc-technology-service-desk-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdxc-technology-service-desk-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dxc-technology-service-desk-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdxc-technology-service-desk-analyst-2"}]}