{"id":3133863,"url":"https://alion.io/job/dxc-technology-service-desk-analyst-3","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":180,"ghost_share":0,"stale_share":0.861,"repost_share":0.011,"time_to_fill_p50_days":27,"computed_at":"2026-10-27T05:46:45Z"}},"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":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":68000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"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":"ITIL","optional":false},{"name":"ITSM","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":"Microsoft Entra ID","optional":true},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-27T12:54:25Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"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: London (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 first point of contact for users requiring IT support, providing professional and effective Level 1 and Level 2 technical support across the organisation. You will diagnose and resolve incidents, fulfil service requests, and ensure users receive a high-quality, responsive service. Working within an ITIL-aligned service management environment, you will manage tickets in line with agreed processes and SLAs, escalating issues appropriately and keeping users informed throughout.\nKey Responsibilities\nProvide Level 1 and Level 2 IT support via phone, email, portal, chat and face-to-face channels.\nLog, categorise, prioritise and manage incidents and service requests using the ITSM system.\nDiagnose and resolve technical issues at first contact wherever possible, using knowledge articles, troubleshooting procedures and documented fixes.\nProvide advanced troubleshooting across areas including: Windows 10/11, laptops, desktops and peripheralsMicrosoft 365, Outlook, Teams and OneDriveActive Directory, MFA, SSO and access managementVPN, Wi-Fi, DNS, DHCP and network connectivityPrinting, software and business applicationsMobile devices and endpoint security.\nEscalate complex issues to appropriate resolver teams with clear and comprehensive diagnostic information.\nFulfil service requests including access, software, hardware, onboarding/offboarding and equipment requests.\nMonitor and manage ticket queues, ensuring incidents and requests are progressed and resolved within SLA.\nProvide clear, professional and empathetic communication, keeping users informed throughout the support lifecycle.\nSupport Major Incident processes, including incident identification, escalation and user communications.\nContribute to the knowledge base, identifying gaps and creating or improving support documentation.\nIdentify recurring issues and contribute to Problem Management and continuous service improvement.\nMaintain accurate and complete ticket records and contribute to service desk performance and customer satisfaction targets.\nWhat you'll bring\nExperience in an IT Service Desk, Helpdesk or IT Support role, ideally providing Level 1 and Level 2 support.\nStrong troubleshooting skills across Windows, Microsoft 365, Active Directory, networking, VPN and end-user devices.\nExperience using an ITSM/ticketing system such as ServiceNow, BMC Remedy, Ivanti or Freshservice.\nExcellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.\nStrong customer service skills and a genuine commitment to delivering a positive user experience.\nA methodical approach to troubleshooting and problem solving.\nAbility to work effectively under pressure, manage competing priorities and meet SLA targets.\nStrong team-working and collaboration skills.\nDesirable:\nITIL 4 Foundation certification.\nMicrosoft, CompTIA or other relevant technical certifications.\nExperience with ServiceNow, Azure/Entra ID, Intune, SCCM, remote support or VDI/DaaS technologies.\nPowerShell or basic scripting experience.\nExperience working within mature ITIL service management environments.\nExperience supporting secure or classified environments.\nAt DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.\nRecruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .","description_format":"text","description_chars":5052,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-23T04:55:56Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.62,"p_room":1,"age_days":6,"expected_fill_days":27,"reasons":["conf:27","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/dxc-technology-service-desk-analyst-3","json_url":"https://alion.io/job/dxc-technology-service-desk-analyst-3.json","meta":{"generated_at":"2026-10-27T21:53:43Z","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":13279,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"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-3"},{"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-3"},{"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-3"},{"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-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdxc-technology-service-desk-analyst-3"}]}