Service Desk Analyst

Sanderson Government & Defence; Milton Keynes; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading government services provider based in Milton Keynes is looking for a Service Desk Analyst to provide first-line technical support and manage incidents. The role requires strong customer service skills and experience with ITSM tools. Ideal candidates will have experience with Microsoft technologies and be proactive problem solvers. This is a 12-month contract with a rate of £188/day and requires SC clearance.

Qualifications

• Strong customer service and communication skills.
• Experience in incident and request management.
• Proactive ownership of issues with a problem-solving mindset.

Responsibilities

• Act as the first point of contact for IT support queries.
• Diagnose and resolve incidents or escalate as necessary.
• Maintain accurate incident records and documentation.

Skills

Customer service skills

Incident management experience

Proactive problem-solving

Familiarity with ITSM tools

Knowledge of Microsoft technologies

Tools

ServiceNow

Job description

Service Desk Analyst

£188/day Outside of IR-35

Milton Keynes - 3 days per week on site

12 month contract

SC Cleared role - can sponsor

Overview:
Provide first-line technical support, incident resolution, and request fulfilment within a structured service desk environment. Ensure high-quality customer service and effective issue management.

Key Responsibilities:

• Act as the first point of contact for IT support queries.
• Diagnose and resolve incidents or escalate as necessary.
• Maintain accurate incident records and documentation.
• Support users with Windows 10/11, M365, Active Directory, Exchange, and remote access tools.
• Contribute to service improvement and documentation.

Essential Skills & Experience:

• Strong customer service and communication skills.
• Experience in incident and request management.
• Proactive ownership of issues with a problem-solving mindset.
• Familiarity with ITSM tools and service desk operations.
• Working knowledge of Microsoft technologies and general networking.

Desirable:

• Experience with ServiceNow or similar tools.
• ITIL Foundation or SDI Service Desk Analyst certification.
• Understanding of SLAs and priority classifications.

Additional Info:

• Shift-based role (between 07:00-19:00, Monday to Friday).
• May include occasional on-call and additional hours (pre-approved).

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.