Senior Service Desk Analyst - DV Cleared - Wiltshire - 3 months + - ILIL - Atlassian JIRA Service DeskWe are seeking an experienced Senior Service Desk Analyst to provide advanced technical support, mentor junior team members, and help drive continual service improvement across the IT support function. This role serves as a key escalation point for complex incidents, ensures high-quality customer service, and contributes to the stability and performance of end-user technology services. The ideal candidate combines strong technical troubleshooting skills with leadership ability, customer focus, and a solid understanding of IT service management best practices.Senior Service Desk Analyst - DV Cleared - Wiltshire - 3 months + - ILIL - Atlassian JIRA Service Desk Key Duties and ResponsibilitiesProvide 1st line support where required, supporting customers users with first time fixes and account creationAssist with configuration and development of ITSM tools such as Jira Service Management, Remedy, and chat services such as Mattermost. Investigate problems and opportunities in existing processes and contribute to recommending solutions. Oversee and improve ITIL-based service management processes, such as incident, problem, change, and configuration management. Contribute to management information and service reporting, ensuring data is accurate Responsible for communications to customers and internal stakeholders Required CompetenciesUnderstanding of systems such as Active ..... full job details .....