Service Desk Analyst

Public Sector Resourcing; Norwich; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A UK government department is seeking a Service Desk Analyst for a hybrid position in Norwich. The role involves supporting users in a fast-paced environment and requires SC Clearance. Successful candidates will have experience in a service desk, strong problem-solving skills, and a passion for customer service. Working within the heart of Government, you will manage a diverse user base and ensure efficient service delivery.

Qualifications

• Experience explaining technical issues to both technical and non-technical audiences.
• Able to maintain a user focus and take ownership of issues.
• Willingness to undergo SC Clearance checks.

Responsibilities

• Provide first and second line support for all IT-related issues.
• Build, manage, support, asset track and maintain hardware devices.
• Track incidents and service requests, prioritizing and resolving them.

Skills

Experience of working in a Service Desk environment

Customer service skills

Problem-solving skills

Technical communication skills

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 or Norwich.

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 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.
• 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:

• 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:

• 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".