Position

The position of Service Analyst role will be based out of MOD Corsham, Wiltshire. This is a critical part of the Service Desk team, providing frontline end-user support for the MOD platforms. This role is responsible for addressing user requests, managing incidents, and ensuring an efficient, seamless service experience for all users across both OFFICIAL and SECRET tiers.

Who we are

Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year.  We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.

What we offer

People & Culture is the heartbeat of Mintivo. We believe success is built from within and is why we are incredibly proud of our team, our working environment and our fun, friendly and inclusive office culture.

We live by our values. It is a fast paced, energetic and fun environment to be in. As an employee we will invest in you. We will invest in your training. We will invest our time and energy to help you develop your career and become the very best in your field of work.

#TeamMintivo isn’t just a cliched hashtag made up for social media - it’s a true reflection of what it’s like to work for us.

• Salary range £22,000 - £29,000 per annum, experience based and benchmarked in our industry and region 
• Unlimited holiday
• Private Healthcare
• Performance and salary reviews
• Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours
• Access to online courses, work related plus more, all at your fingertips
• Auto Enrolment pension scheme
• Staff and Customer referral scheme
• Great working atmosphere and balanced work environment – we are high performance and we take good care of each other
• Employee socials and events run by our Social Committee
• On site lounge area and Minchester bar
• Lots of cake and fruit
• And of course, you get to work for a fast-growing, modern, market leader like us!

This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.

Main Duties

• Act as the primary point of contact on the Service Desk, using Jira ITSM to handle user-reported incidents, service requests, and escalations, maintaining detailed ticket records and status updates.
• Provide direct support to end users across applications managed in ServiceNow within AWS, focusing on troubleshooting access issues, assisting with basic application functions, and guiding users through self-service tools.
• Manage and track all incidents in Jira, ensuring timely resolution and escalations as required, particularly for issues impacting business-critical functions or sensitive information handling.
• Collaborate with technical teams to address recurring issues and implement permanent fixes, enhancing the end-user experience and minimising future disruptions.
• Support onboarding and access management for end users, working with AWS IAM and ServiceNow RBAC to assign permissions aligned with MOD standards.
• Generate user support performance reports in Power BI to assess Service Desk efficiency and user satisfaction, presenting insights to the Service Manager for improvement planning.
• Operate the Service Desk during business hours, ensuring adherence to MOD SLAs and responding to P1-P4 incidents according to priority guidelines

Essential Skills & Experience

• Proven experience in a Service Desk or Helpdesk environment, handling incident and service request management within a structured ITSM framework.
• Proficiency in Jira ITSM (or a similar ITSM tool) for managing incidents, requests, and escalations, with a strong understanding of ticketing workflows.
• Excellent communication and interpersonal skills, with a customer-focused approach to resolving user issues and providing guidance.
• Strong problem-solving abilities, especially in resolving issues quickly and efficiently, and escalating as necessary to meet SLAs.
• Experience in handling high-priority (P1-P4) incidents and understanding response time and escalation protocols for critical systems.
• Ability to manage multiple tasks and priorities in a fast-paced environment, ensuring prompt follow-up on outstanding issues and effective user support.
• Skilled in using data and reporting tools, such as Power BI or equivalent, for basic data analysis to track service desk performance and report on SLAs and KPIs.
• Familiarity with ServiceNow for application support and workflow management, particularly within an AWS-hosted environment.
• Basic understanding of AWS CloudTrail and CloudWatch for monitoring system logs and supporting advanced troubleshooting.
• Knowledge of ServiceNow CMDB for asset and configuration management.
• Experience with AWS IAM and ServiceNow RBAC for managing user access and permissions.
• Exposure to MOD or similar high-security environments, with an understanding of secure data handling practices.
• ITIL v3/v4 certification or equivalent training in IT service management frameworks.
• Familiarity with the principles of Secure by Design and Defence’s cyber risk frameworks.

Qualifications

Your experience is more relevant to this position.

Who you are

Excellent customer service is at the heart of what we do – you have an enthusiastic “can do” attitude who will be a welcomed addition to a positive team in a great environment. 
You have a a willingness to learn from others while striving to benefit and add value for our customers.  You will be keen to learn and progress.

Notes

37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required. 
Travel to customer sites may be required so the ability to travel as and when required needs to be considered.

This role requires a DBS and BPSS security checks.

Don't think it's for you, but perhaps you have a friend who would be a perfect fit? We would be very grateful if you would share our job link with them!

To Apply

If this role sounds like you, be sure to apply.  We’re asking for an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit.  We can’t wait to meet you.
Mintivo Ltd are committed to securing the best talent regardless of gender, race, religion, age, sexual orientation, marital status, disability or any other characteristic that makes you, you.

Please only apply if you have the Right to Work in the UK.

Please note that we will do our best to reply to all applicants but if you have not heard from us within two weeks of applying, then feel free to give us a nudge!

Recruiters are not required at this time.

Talent Team at Mintivo

recruitment@mintivo.co.uk
People & Culture 

About us

Who we are

Mintivo is a Cloud-first Managed IT Service Provider based in  Chippenham. Mintivo has grown +50% year on year.  We have assembled a strong Board of Directors  and Senior Leadership Team; built an incredible workforce, and have an  extremely high reputation, winning multiple awards since our launch in 2018.  With customers in a variety of sectors, this role is a fantastic opportunity to  join a high-growth organisation that truly values both employees and customers  as well as providing a huge amount of future career opportunities.