Service Desk Analyst

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

Job summary

A government agency is seeking a Service Desk Analyst for a 3-month contract based in York. In this hybrid role, you will provide IT support for users across various platforms, ensuring high levels of customer service. Essential qualifications include experience in a Service Desk environment and SC Clearance. You will also be responsible for managing hardware assets and user accounts. This position allows for both remote and in-office support, fostering teamwork across departments.

Qualifications

• Experience in a Service Desk environment is essential.
• Able to maintain focus on users and services while resolving issues.
• Experience explaining technical issues to diverse audiences.

Responsibilities

• Provide first and second line support for IT issues.
• Manage, support, and track all associated hardware devices.
• Create and maintain corporate accounts for users.

Skills

Service Desk experience

Problem solving

Customer service

Technical communication

Ownership and accountability

Tools

Google Workspace

MacOS

Job description

On behalf of the Cabinet Office, we are looking for a Service Desk Analyst (Inside IR35) for a 3‑month contract (/03/26 with possible extension) based Hybrid in York.

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 York office providing our users face‑to‑face support at our Tech Hub.

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 and eligible to undergo checks. Preference may be given to candidates who 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 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 short‑listing 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 short‑listing process which may include holding active security clearance.

In applying for this role, you acknowledge that this role falls within the 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 subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.