Service Desk Analyst

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

Job summary

A leading public sector organization is seeking a Service Desk Analyst for a 4-month hybrid contract in Norwich or Liverpool. The role involves providing IT support, managing hardware, and ensuring efficient incident tracking. Essential qualifications include experience in a Service Desk and the ability to maintain a user-focused approach. SC Clearance is mandatory. This role can only be filled by candidates within the UK.

Qualifications

• Experience in a Service Desk environment.
• Ability to explain technical issues to both technical and non-technical users.
• SC Clearance required; must be willing to undergo checks.

Responsibilities

• Provide first and second line support for IT issues.
• Manage and maintain hardware devices.
• Track incidents and service requests efficiently.

Skills

Customer service focus

Technical problem solving

Communication with diverse audiences

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.

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 Qualifications

• 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. Preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

Desirable Qualifications

• 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 of 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".