Service Desk Analyst

Public Sector Resourcing; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A government department in London is seeking a Service Desk Analyst for a 4-month contract. You will be the first point of contact for users, providing support for various devices and systems. The ideal candidate should have experience in a Service Desk environment and be able to explain technical issues clearly. SC Clearance is required for this position, and the role will be primarily on-site with some work from home.

Qualifications

• Experience of working in a Service Desk environment.
• Able to maintain both a user and service focus.
• Able to explain technical issues to both technical and non-technical people.
• Willing to undergo SC Clearance checks.

Responsibilities

• Provide first and second line support for all IT related issues.
• Build, manage, support, asset track all hardware devices.
• Rotate between phone and IT portal ticket support.
• Track incidents and service requests prioritizing as necessary.
• Create and manage corporate accounts for joiners/leavers.

Skills

Customer service skills

Problem solving

Experience in Service Desk

Ability to explain technical issues

Ownership and accountability

Tools

Google Workspace

MacOS

Job description

On behalf of the Cabinet Office, we are looking for a Service Desk Analyst (Inside IR35) for a 4 month contract based in London.

Operating within the heart of Government, as a Service Desk Analyst you will be acting as the first point of contact for all users operating on the Official platform - supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools. Some specialist applications are also used throughout the estate.

Support will be provided to a diverse user base - from across the Cabinet Office and other supported Government departments/ALBs.

This role is predominantly based at our office in 1 Horseguards Road (occasional working from home) where you shall work between our build room and our user facing Tech Hub providing face to face support.

Responsibilities

• Provide first and second line support for all IT related issues, interacting with a diverse user base.
• Build, manage, support, asset track and maintain all associated hardware devices.
• Rotation between phone and IT portal ticket support, and user facing assistance at deskside.
• Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales.
• Create, issue and manage/maintain corporate accounts for joiners/leavers.
• Processing service requests.
• Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary.

Essential Requirements

• Experience of working in a Service Desk environment.
• Able to maintain both a user and service focus by taking ownership and accountability of issues encountered.
• Experience explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this.
• A passion for providing high levels of customer service.
• A problem solver.
• SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

Desirable Requirements

• ITIL accreditation or experience of working in an ITIL environment.
• Experience or knowledge of Google Workspace.
• Experience or knowledge of MacOS.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, The Cabinet Office guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

The Cabinet Office guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".