SC Cleared IT Helpdesk Analyst

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

Job summary

Morgan Hunt is partnering with a leading public sector organisation to recruit an IT Helpdesk Analyst (SC Cleared) to join the IT service function. The role provides 1st and 2nd line support to end users across Windows and Office; hybrid working with three days on-site at Canary Wharf.

Candidates must hold active SC clearance and have government experience in the last 12 months; the contract runs for 3 months with a daily rate of £250.

Qualifications

• Active SC Clearance required with government engagement in last 12 months.
• ITIL Foundation certification or equivalent service management training preferred.
• CompTIA A+ or equivalent hardware certification desirable.

Responsibilities

• Deliver 1st and 2nd line IT support to end users via phone, email and ticketing system.
• Diagnose and repair hardware for desktops, laptops and peripherals.
• Troubleshoot software and system issues in Windows 10, Office 2016 and Office 365.
• Manage ticket queue to SLA with proper prioritisation.
• Administer user accounts in Active Directory and support Exchange mailbox configuration.
• Maintain accurate incident records and update knowledge base articles.
• Escalate complex issues to technical teams and follow through to resolution.
• Support endpoint imaging and basic asset management tasks.
• Communicate clearly with users and maintain high service standards.
• Participate in rota-based shifts and on-call coverage when required.

Skills

SC Clearance

1st/2nd line support

Customer service

Hybrid IT support

Education

A-levels or equivalent

Degree in computing or information systems (desirable)

Tools

Active Directory

Exchange

Office 365

IT ticketing system

Job description

Job Title: IT Helpdesk Analyst (SC Cleared)
Location: Canary Wharf

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 Canary Wharf
• £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.