Service Desk Analyst

Job Description:

DXC 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.

Service Desk Analyst

Location: Farnborough (onsite 5 days per week)

Due 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.

The 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.

Aligned 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.

The 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.

Key Responsibilities

Incident Management (Level 1 & Level 2)

Level 1 — First-Contact Resolution

• Act as the single point of contact (SPOC) for all IT incidents reported via phone, email, self-service portal, chat, or walk-up.
• Log all incidents accurately and completely in the ITSM tool — capturing symptoms, impact, urgency, affected users, affected services, and CI relationships.
• Categorise and prioritise incidents in accordance with the incident categorisation matrix and priority model.
• Diagnose and resolve incidents at first contact using knowledge articles, known error records, diagnostic scripts, and standard troubleshooting procedures.
• Apply known fixes, workarounds, and standard resolutions documented in the knowledge base.
• Restore service as quickly as possible — minimising business impact and user disruption.
• Where 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.

Level 2 — Advanced Troubleshooting & Investigation

• Investigate and diagnose incidents that cannot be resolved at Level 1 — applying deeper technical knowledge, diagnostic tools, and structured troubleshooting methodologies.
• Perform advanced troubleshooting across the following technology domains:

Domain

Level 2 Scope

End-User Devices

Laptop/desktop hardware diagnostics, OS troubleshooting (Windows, macOS), driver issues, BIOS/UEFI configuration, peripheral faults

Operating Systems

Windows 10/11 advanced troubleshooting, Group Policy issues, registry analysis, performance diagnostics, blue screen analysis

Microsoft 365 / Office

Outlook configuration and profile repair, Teams connectivity and functionality, OneDrive sync issues, Office application faults, licensing issues

Identity & Access

Active Directory account management, password resets, MFA troubleshooting, SSO/federation issues, group membership and access provisioning

Email & Collaboration

Exchange Online mailbox issues, distribution list management, calendar delegation, shared mailbox configuration, Teams admin tasks

Network & Connectivity

VPN troubleshooting, Wi-Fi connectivity, DNS resolution, DHCP issues, network drive mapping, proxy/firewall access issues

Printing & Peripherals

Print queue management, driver installation, network printer connectivity, peripheral device troubleshooting

Software & Applications

Application installation and configuration, compatibility issues, application crashes, licence activation, COTS and LOB application support

Security

Endpoint security agent issues, malware/phishing incident triage, security alert investigation (in coordination with security teams), account lockout investigation

• Identify patterns and recurring incidents — escalating to Problem Management where systemic issues are suspected.
• Collaborate with Level 3 resolver groups, infrastructure teams, and application teams to resolve complex incidents.
• Provide technical mentoring and support to Level 1 analysts on advanced troubleshooting techniques.

Service Request Fulfilment

• Process and fulfil service requests in accordance with the service request catalogue, fulfilment procedures, and agreed SLAs.
• Common service request types include:

Category

Examples

Access Management

New user account creation, access provisioning/de-provisioning, group membership changes, shared mailbox access, distribution list management

Software

Software installation requests, licence allocation, application access requests

Hardware

Equipment requests (laptops, monitors, peripherals), equipment returns, equipment swaps

Mobile

Mobile device provisioning, MDM enrolment, SIM requests

Information

How-to guidance, service information requests, status enquiries

Moves & Changes

User moves, desk phone changes, printer relocations

Onboarding / Offboarding

New starter provisioning, leaver account disablement, equipment collection

• Ensure all service requests are logged, tracked, and fulfilled within agreed SLA targets.
• Verify fulfilment with the requesting user before closing the request.
• Escalate requests that cannot be fulfilled within standard procedures to the appropriate team with clear handover information.

Communication & User Experience

• Provide professional, courteous, and empathetic communication in every user interaction — regardless of channel (phone, email, chat, portal, walk-up).
• Keep users informed of incident progress, expected resolution times, and any changes to status — proactively, not only when chased.
• Set realistic expectations — if resolution will take time, explain why and what happens next.
• Manage user frustration with patience and professionalism — acknowledging impact and demonstrating urgency.
• Ensure all ticket updates are written clearly, factually, and in language the user can understand — avoiding unnecessary jargon.
• Follow up with users after resolution to confirm satisfaction and ensure the issue has not recurred.
• Contribute to a positive perception of the IT organisation through every interaction.

Major Incident Support

• Support Major Incident Management processes by:
  • Identifying potential major incidents based on impact, urgency, and volume of related contacts.
  • Escalating suspected major incidents to the Major Incident Manager or on-call management immediately.
  • Logging and linking all related contacts to the major incident record.
  • Providing frontline communication to users during major incidents — relaying status updates, workarounds, and expected resolution times.
  • Reducing call/contact volume during major incidents through proactive communication (recorded messages, portal banners, email notifications).
• Follow major incident communication scripts and procedures — ensuring consistent, accurate messaging.

Knowledge Management

• Use the knowledge base as the primary reference for incident diagnosis and resolution — following documented procedures before improvising.
• Contribute to knowledge base improvement by:
  • Identifying gaps — incidents resolved through undocumented methods should result in new knowledge articles.
  • Drafting new knowledge articles and submitting them for review and approval.
  • Flagging inaccurate, outdated, or incomplete knowledge articles for update.
  • Providing feedback on knowledge article usability and effectiveness.
• Participate in knowledge sharing sessions within the service desk team.
• Ensure knowledge articles follow the organisation's knowledge management standards and templates.

Monitoring & Event Response (Where Applicable)

• Monitor alerting dashboards and event management consoles (where this responsibility is assigned to the service desk).
• Acknowledge, triage, and respond to automated alerts in accordance with documented procedures.
• Escalate alerts that indicate service degradation or potential incidents to the appropriate resolver groups.
• Log incidents from monitoring alerts — ensuring correlation with user-reported incidents where applicable.

Queue Management & SLA Compliance

• Manage personal and team ticket queues to ensure incidents and requests are progressed within SLA targets.
• Prioritise workload based on SLA timers, business impact, and priority — not first-in-first-out by default.
• Ensure no tickets are left unattended, stale, or breaching SLA without action or escalation.
• Update ticket records with every action taken — maintaining a complete and accurate audit trail.
• Escalate tickets at risk of SLA breach to the Service Desk Team Lead or Shift Lead proactively.

Reporting & Metrics Contribution

• Contribute to service desk performance metrics through accurate and timely ticket logging, categorisation, resolution, and closure.
• Key metrics the analyst directly influences:

Metric

Description

First-Contact Resolution (FCR) Rate

Percentage of incidents resolved during the initial contact without escalation

First-Level Resolution (FLR) Rate

Percentage of incidents resolved by the service desk (L1 + L2) without escalation to L3

Average Handle Time (AHT)

Average time spent per contact (call, chat, email)

Average Speed to Answer (ASA)

Average time to answer incoming calls

Abandonment Rate

Percentage of calls abandoned before being answered

SLA Compliance

Percentage of incidents and requests resolved within agreed SLA targets

Ticket Quality Score

Accuracy and completeness of ticket records (categorisation, prioritisation, notes, resolution details)

Customer Satisfaction (CSAT)

User satisfaction ratings from post-resolution surveys

Reopen Rate

Percentage of tickets reopened after closure — indicating incomplete resolution

Backlog / Ageing Tickets

Volume and age of open tickets in the analyst's queue

Required Skills & Experience

Essential

• Experience in an IT Service Desk, IT Support, or IT Helpdesk role providing Level 1 and/or Level 2 support.
• Strong technical troubleshooting skills across end-user computing environments — Windows 10/11, Microsoft 365, Active Directory, networking fundamentals, VPN, printing, and mobile devices.
• Experience using ITSM tools for incident logging, tracking, and resolution (e.g., ServiceNow, BMC Remedy, Ivanti, Freshservice, or equivalent).
• Excellent communication skills — verbal and written — with the ability to explain technical concepts to non-technical users clearly and patiently.
• Strong customer service orientation — genuine commitment to delivering a positive user experience in every interaction.
• Ability to work under pressure, manage competing priorities, and maintain quality during high-volume periods.
• Experience working within SLA-driven environments with defined performance targets.
• Methodical approach to troubleshooting — able to follow structured diagnostic processes and document actions taken.
• Ability to work shift patterns including early starts, late finishes, and weekend cover (where applicable to the service desk operating model).
• Team player — able to collaborate with colleagues, share knowledge, and support team performance.

Desirable

• ITIL 4 Foundation certification.
• Microsoft certifications (e.g., MS-900, MD-102, AZ-900, SC-900).
• CompTIA A+, Network+, or Security+ certification.
• Experience with ServiceNow specifically — including incident, request, and knowledge modules.
• Experience supporting Microsoft Azure / Entra ID environments.
• Experience with remote support tools (e.g., SCCM, Intune, remote desktop, TeamViewer, BeyondTrust).
• Experience with VDI / DaaS environments (Citrix, Azure Virtual Desktop).
• Experience in ITIL-mature environments with formal incident, problem, change, and knowledge management processes.
• Experience supporting users in secure or classified environments (SC or DV cleared environments).
• Scripting or automation skills (PowerShell, basic scripting) for repetitive tasks.
• Experience with asset management processes and tools.
• Experience with monitoring and event management tools.

Key Deliverables

• Incident Resolution — Incidents diagnosed and resolved within SLA targets at Level 1 and Level 2, with accurate and complete ticket records.
• Service Request Fulfilment — Service requests fulfilled in accordance with the service catalogue, fulfilment procedures, and SLA targets.
• First-Contact Resolution — Maximum proportion of incidents resolved during the initial user contact without escalation.
• Accurate Ticket Records — Every incident and request logged with correct categorisation, prioritisation, description, actions taken, and resolution details.
• Knowledge Contributions — New and updated knowledge articles submitted based on incidents resolved through undocumented methods.
• Escalation Quality — Escalated tickets contain complete diagnostic information, actions already taken, and clear handover notes — enabling resolver groups to progress without re-diagnosis.
• User Communication — Users kept informed throughout the lifecycle of their incidents and requests — proactively, not reactively.
• SLA Compliance — Personal and team SLA targets met consistently across all priority levels and request types.
• Customer Satisfaction — Positive CSAT scores reflecting professional, empathetic, and effective service delivery.

Success Measures

• First-Contact Resolution (FCR) rate meets or exceeds agreed targets.
• First-Level Resolution (FLR) rate meets or exceeds agreed targets (L1 + L2 combined).
• SLA compliance for incident response and resolution meets or exceeds agreed targets across all priority levels.
• SLA compliance for service request fulfilment meets or exceeds agreed targets.
• Customer Satisfaction (CSAT) scores consistently meet or exceed agreed targets.
• Ticket quality scores meet or exceed agreed standards — accurate categorisation, prioritisation, and documentation.
• Reopen rate remains below agreed thresholds — indicating complete and effective resolution.
• Abandonment rate remains below agreed thresholds — indicating timely call handling.
• Knowledge base contributions made regularly — new articles submitted and existing articles improved.
• Escalation quality confirmed by resolver groups — no rework or re-diagnosis required due to incomplete handover.
• Zero SLA breaches attributable to analyst inaction, queue neglect, or failure to escalate.
• Positive feedback from users, team leads, and resolver groups on professionalism and technical capability.

At 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.

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