SC-Cleared IT Helpdesk Analyst (Hybrid, 1st/2nd Line)

Morgan Hunt; Glasgow; Ibrido; GBP 40.000 - 52.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Formazione

A-levels or equivalent

Computing degree desirable

Strumenti

Active Directory

Exchange

Windows 10

Office 365

ITIL

Descrizione del lavoro

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.