Service Desk Analyst

ECS Resource Group; Reading; On-site; GBP 53,000 - 72,000; Full time

Job summary

ECS Resource Group is seeking a Service Desk Analyst for a Reading-based contract role. You will handle complex issues across Windows and Microsoft 365, act as an escalation point, and support high-priority incidents.

The role requires live SC Clearance or eligibility and hands-on experience with ITSM tools, end-user compute support and strong communication with senior users.

Qualifications

• Typically 3+ years of experience in Service Desk, desktop support, or End User Compute.
• Strong working knowledge of Windows 10/11, M365, Teams, Outlook, OneDrive, identity/access, and endpoint support.
• Experience with ITSM tools, incident management, queue control, priority handling and SLA-driven support.
• Ability to troubleshoot independently, gather evidence and provide clear technical detail.
• Experience coaching or mentoring less-experienced analysts and raising team quality.
• Excellent communication and customer ownership, including confidence with senior users.
• SC clearance is required or eligible and willing to obtain and maintain the clearance.

Responsibilities

• Resolve complex incidents across Windows, Microsoft 365, identity, access and endpoints.
• Act as senior escalation point for junior analysts and guide diagnosis and hand-offs.
• Monitor queue health, ageing work, priority tickets and SLA risk.
• Lead or support user communications during major incidents.
• Coach junior analysts to improve ticket quality and knowledge use.
• Create and improve knowledge articles and resolution paths.
• Identify opportunities for workflow automation or self-service enhancements.
• Coordinate with Tech Bar and resolver teams and ensure ownership until handover.

Skills

Service Desk

Windows 10/11

Microsoft 365

Identity/Access

ITSM Tools

Incident Management

Communication

Mentoring

Tools

ServiceNow

Intune

Entra ID

Autopilot

PowerShell

Job description

Modern Workplace - Service Desk Analyst

Location: Reading

Rate: 240 Per Day Inside IR35

Contract: Three - Six Months

SC Clearance is essential. Applicants without live SC Clearance will not be progressed

The Role

I am working with a longstanding client with whom we have completed numerous contract and project assignments over the last three years. After 30 years in the sector they have carved out a fantastic reputation for quality and providing the very best service to their clients.

They are now looking for a Service Desk Analyst to work with one of their clients on a contract basis. As previously stated, SC Clearance is essential for this role and I cannot accept any applications from candidates who do not have live SC Clearance.

Responsibilities

• Resolve more complex incidents and requests across Windows, Microsoft 365, identity, access, applications, endpoints and common infrastructure dependencies.
• Act as a senior escalation point for Junior Analysts, supporting diagnosis, prioritisation, warm hand-off and user communication.
• Support shift control by monitoring queue health, ageing work, priority tickets, SLA risk and handover quality.
• Lead or support user-facing activity during priority and major incidents, following agreed escalation and communications procedures.
• Coach Junior Analysts in troubleshooting, ticket quality, knowledge use, security handling and customer communication.
• Create and improve knowledge articles and guided resolution paths so repeatable fixes move closer to first contact.
• Identify high-volume or repetitive demand suitable for workflow automation, self-service, proactive remediation or problem management.
• Coordinate with Tech Bar, endpoint, ServiceNow and resolver teams, retaining clear ownership until the next accountable team accepts the work.
• Support quality sampling, trend analysis and continual-improvement activity using Service Desk data and user feedback.

Skills & Experience Required

• Typically 3+ years of experience across Service Desk, desktop support, application support or End User Compute, including hands-on L1/L2 troubleshooting.
• Strong working knowledge of Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, identity/access and endpoint support.
• Experience with ITSM tools, incident/request management, queue control, priority handling and SLA-driven support.
• Ability to troubleshoot independently, gather evidence and elevate with clear technical detail.
• Experience coaching or mentoring less-experienced analysts and raising team quality.
• Strong communication and customer ownership, including confidence with senior or demanding users.
• SC clearance is required. Candidates must hold, or be eligible and willing to obtain and maintain, the required clearance.

Desirable

• ServiceNow experience, particularly Incident, Request, Knowledge or Major Incident workflows.
• ITIL 4 Foundation or higher.
• Working knowledge of Intune, Entra ID, Autopilot, Defender, PowerShell or endpoint-security tooling.
• Experience in a secure Government, defence or regulated managed-service environment.

This role supports a secure UK Government project. SC clearance is a mandatory requirement and working arrangements will reflect the needs of the secure service.

ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy.