On behalf of the MOD, we are looking for a Senior Service Desk Analyst (ITSM and Service Operations) (Inside IR35) for a 5 month contract (with potential extension) working REMOTELY. The Senior Service Desk Analyst (ITSM and Service Operations) provides operational leadership across the Service Desk, supporting Incident Management, Service Request Management, Knowledge Management, Configuration Management and Continual Service Improvement activities. The role is responsible for maintaining effective ITSM processes, supporting the operational use of the CMDB, contributing to service onboarding activities and coaching analysts in the consistent delivery of ITIL-aligned service management practices. As a Senior Service Desk Analyst, your main responsibilities will be to:. Support Incident Management, Service Request Management and Major Incident Management activities, ensuring services are delivered in line with agreed processes and service levels.. Provide experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries.. Use Jira Service Management to record, prioritise, investigate, resolve and escalate tickets, ensuring accurate and complete ticket information is maintained.. Monitor service desk queues, workload, ticket ageing and service level performance, taking action or escalating where service performance is at risk.. Use service desk data, performance metrics and reporting to identify trends, ..... full job details .....