IT Service Desk Analyst

  • Location

    Yeovil, Somerset

  • Sector:

    Aerospace and Defence

  • Job type:


  • Salary:

    Up to £14.38 per hour

  • Contact:

    David Taylor

  • Contact email:


  • Job ref:


  • Published:

    6 months ago

  • Duration:

    6 Months

  • Expiry date:


  • Start date:


  • Client:


This role is to provide first line response to telephone and on-line help requests for the applications supported by the IT department.

The main requirements of the role are:-

  • Answering telephone requests from both internal staff and Customers regarding software and software based products supported and maintained by the organisation. These requests need to be transcribed onto on-line forms for prioritisation, allocation and action;

  • Monitoring, tracking and maintaining the on-line help request forms to ensure that all requests are being dealt with in a timely manner according to their priority;

  • Where possible, the jobholder may be expected to address minor bureaucratic and less complex technical questions directly. The role does NOT, however, require specific technical or product skills or experience.


  • A good telephone manner and the ability to summarise and write down verbally expressed technical questions;
  • Good Customer Service skills;
  • Comfortable with using computers - to be able to access and update on-line and local files and to use common facilities such as word processors (e.g. Word) and spreadsheets (e.g. Excel)."