Service Desk Analyst

GTC Recruitment Ltd; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Job summary

GTC Recruitment Ltd in the United Kingdom is seeking an experienced Service Desk Analyst to deliver first and second line IT support within a government technology environment. The role involves diagnosing hardware, software and access issues, supporting a diverse user base, and providing both remote and hands-on deskside assistance.

The successful candidate will hold Active SC clearance, show strong troubleshooting and customer service skills, manage incidents, and work from the Newcastle

Qualifications

• Active SC security clearance at the point of application.
• Proven experience in an IT service desk or technical support role.
• Competence across both first and second line IT support.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.
• Experience explaining technical issues to technical and non-technical users.
• The ability to manage competing priorities and take ownership of incidents.

Responsibilities

• Provide first and second line IT support, diagnosing and resolving hardware, software and access issues.
• Manage incidents and service requests via telephone, IT portal and face-to-face support.
• Troubleshoot Windows and macOS devices, Android and iOS smartphones, VoIP systems and Google Workspace.
• Log, prioritise and resolve tickets within agreed service levels.
• Manage IT assets, hardware deployments and equipment records.
• Create and maintain user accounts, supporting joiner and leaver processes.
• Take ownership of technical issues, escalating complex incidents where necessary.
• Work collaboratively with wider IT teams to maintain service quality and improve processes.

Skills

SC clearance

IT service desk

First and second line support

Troubleshooting

Customer service

Communication

Incident management

Tools

Google Workspace

ITIL knowledge

Job description

Contract: Until 31 March 2027, with potential for extension

Working Arrangement: Newcastle office - 5 days per week (8am-4pm)

IR35: Inside IR35

Security Clearance: Active SC clearance required on CV

The Opportunity

Are you an experienced Service Desk Analyst with strong technical troubleshooting skills and a passion for delivering excellent customer service?

We are seeking a proactive IT professional to provide first and second line support within a government technology environment. You will support a diverse user base, resolving technical issues and ensuring the smooth operation of IT services across a range of devices and applications.

This is an excellent opportunity to contribute to a busy IT support function, working alongside technical teams and providing both remote and hands-on deskside assistance.

Key Responsibilities

• Provide first and second line IT support, diagnosing and resolving hardware, software and access issues.
• Manage incidents and service requests via telephone, IT portal and face-to-face support.
• Troubleshoot Windows and macOS devices, Android and iOS smartphones, VoIP systems and Google Workspace.
• Log, prioritise and resolve tickets within agreed service levels.
• Manage IT assets, hardware deployments and equipment records.
• Create and maintain user accounts, supporting joiner and leaver processes.
• Take ownership of technical issues, escalating complex incidents where necessary.
• Work collaboratively with wider IT teams to maintain service quality and improve processes.

Essential Skills and Experience

• Active SC security clearance at the point of application.
• Proven experience in an IT service desk or technical support role.
• Competence across both first and second line IT support.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.
• Experience explaining technical issues to technical and non-technical users.
• The ability to manage competing priorities and take ownership of incidents.

Desirable

ITIL knowledge or accreditation, Google Workspace experience, macOS support, IT asset management and deskside support experience.

• Candidates must live in Newcastle upon Tyne.
• Full-time office attendance is required, five days per week.
• Working hours are 8:00am-4:00pm, Monday to Friday.
• Active SC clearance is essential at the point of application.
• Candidates must have experience across both first and second line support.