Service Desk Analyst

Public Sector Resourcing; Liverpool; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A government agency seeks a Service Desk Analyst for a 4-month contract in Liverpool. The role involves providing first and second-line support for various IT issues and requires SC Clearance. Candidates should have experience in a Service Desk environment and a passion for delivering high customer service. The position is hybrid, allowing work both remotely and at the Liverpool office.

Qualifications

• Experience of working in a Service Desk environment.
• Ability to maintain both a user and service focus.
• Experience explaining technical issues to various audiences.
• A passion for providing high levels of customer service.
• Must be willing and eligible to undergo security checks.

Responsibilities

• Provide first and second line support for all IT-related issues.
• Manage, support, and maintain hardware devices.
• Track incidents and service requests, prioritizing as necessary.

Skills

Customer service

Problem-solving

Technical support

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 Hybrid in Liverpool.

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 is a hybrid role providing support via the telephone as well as at our local Liverpool office providing our users face to face support at our Tech Hub.

As a Service Desk Analyst you will:

• 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.
• Rotate 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.
• Process 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

• Experience of working in a Service Desk environment.
• Ability 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. Preference may be given to candidates who have active security clearance.

Desirable

• 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.