SALARY NEGOTIABLE

Thorn SDS is a niche Managed Service Provider, who are committed to enabling technology organisations and professionals to thrive within the Space, Defence and Security sectors.
We are looking for a Service Desk Analyst (L3) to support a critical defence project in Hereford. This role is vital in providing first-line IT support to users, ensuring the smooth operation of critical systems and services.

ESSENTIAL SKILLS & EXPERIENCE

• Experience in a service desk, IT support, or helpdesk role.
• Strong troubleshooting skills across Windows operating systems, Microsoft Office, and IT infrastructure.
• Excellent communication and customer service skills.
• Ability to work in a high-security and fast-paced environment.
• Experience in defence, government, or secure environments.
• Familiarity with ITIL best practices.
• Knowledge of Active Directory, remote access tools, and IT security principles.
• Security clearance or eligibility to obtain clearance.

• Act as the first point of contact for IT-related issues, providing timely and effective support.
• Log, track, and resolve IT incidents and service requests in line with SLAs.
• Assist users with troubleshooting, software applications, and account management.
• Work closely with 2nd/3rd line support teams to escalate complex issues when necessary.
• Maintain accurate records of incidents, solutions, and user requests.
• Ensure all IT support activities comply with security policies and procedures.