SC Cleared IT Helpdesk Analyst

Morgan Hunt; Glasgow; Hybrid; GBP 40,000 - 52,000; Full time

Job summary

Morgan Hunt is recruiting an IT Helpdesk Analyst to support a public sector organisation across multiple UK offices. The role provides 1st and 2nd line support on a Monday-Friday 08:00-18:00 window, with a minimum of three days on-site and a short notice start date.

The successful candidate will hold active SC clearance, have recent government experience, and operate within ITIL-aligned service management practices. The base is Glasgow with a mix of on-site and hybrid working patterns.

Qualifications

• Active SC Clearance required and evidence of government engagement within the last 12 months.
• ITIL Foundation certification or equivalent service management training preferred.
• CompTIA A+ or equivalent hardware support certification desirable.
• Minimum of A-levels or equivalent vocational qualification. A degree in computing, information systems, or a related discipline is desirable but not essential.
• Proven experience providing 1st and 2nd line support in a professional or public sector environment.

Responsibilities

• Deliver 1st and 2nd line IT support to end users via telephone, email, and ticketing system.
• Diagnose and resolve hardware faults for desktops, laptops, and peripherals, including repairs and replacements where appropriate.
• Troubleshoot software and system issues across Windows 10, Office 2016, and Office 365 applications.
• Manage personal ticket queue to SLA, prioritizing incidents and service requests.
• Perform user account administration in Active Directory and support Exchange mailbox configuration and troubleshooting.
• Maintain accurate incident records and update relevant knowledge base articles.
• Escalate complex issues to appropriate technical teams and follow through to resolution.
• Support endpoint configuration, imaging, and basic asset management tasks.
• Provide clear, professional user communication and maintain high customer service standards.
• Participate in rota-based shift coverage within the core working hours and assist with on-call or extended-hours support when required.

Education

A-levels or equivalent

Computing degree desirable

Tools

Active Directory

Exchange

Windows 10

Office 365

ITIL

Job description

Job Title: IT Helpdesk Analyst (SC Cleared)
Location: Glasgow

About the Role / Job Summary: Morgan Hunt is partnering with a leading public sector organisation to recruit an IT Helpdesk Analyst to join an established IT service function supporting regulatory work across multiple UK offices.

This is a 3-month contract providing 1st and 2nd line support to end users, with hybrid working requiring a minimum of three days per week on-site at one of the office locations.

Candidates must hold active SC clearance and have worked within government in the last 12 months.

The role requires flexible shift coverage within a Monday-Friday 08:00-18:00 pattern and is available on a short notice start date in approximately two weeks.

Details

• 1 day per week in Glasgow
• £250 per day
• 3 month contract (initial)

Key Responsibilities:

• Deliver 1st and 2nd line IT support to end users via telephone, email, and ticketing system.
• Diagnose and resolve hardware faults for desktops, laptops, and peripherals, including repairs and replacements where appropriate.
• Troubleshoot software and system issues across Windows 10, Office 2016, and Office 365 applications.
• Manage personal ticket queue to SLA, prioritizing incidents and service requests.
• Perform user account administration in Active Directory and support Exchange mailbox configuration and troubleshooting.
• Maintain accurate incident records and update relevant knowledge base articles.
• Escalate complex issues to appropriate technical teams and follow through to resolution.
• Support endpoint configuration, imaging, and basic asset management tasks.
• Provide clear, professional user communication and maintain high customer service standards.
• Participate in rota-based shift coverage within the core working hours and assist with on-call or extended-hours support when required.

Qualifications:

• Active SC Clearance required and evidence of government engagement within the last 12 months.
• ITIL Foundation certification or equivalent service management training preferred.
• CompTIA A+ or equivalent hardware support certification desirable.

Education Requirements:

• Minimum of A-levels or equivalent vocational qualification. A degree in computing, information systems, or a related discipline is desirable but not essential.

Experience Requirements:

• Proven experience providing 1st and 2nd line support in a professional or public sector environment.
• Practical experience with Active Directory user and group management and Exchange services.
• Hands-on experience with Windows 10 administration and O365 user support.
• Experience diagnosing and repairing desktop and laptop hardware faults and supporting peripherals.
• Demonstrable time management and prioritization skills in a busy service desk environment.
• Experience working with IT ticketing systems and maintaining accurate records.

Candidates must hold active SC clearance and have worked within government in the last 12 months.

Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.