Service Desk Analyst - SC

Aspect Resources Limited; Newcastle upon Tyne; Hybrid; GBP 54,000 - 71,000; Full time

Job summary

Aspect Resources Limited in the United Kingdom is seeking a Service Desk Analyst to operate in Newcastle on a hybrid schedule (8am-4pm) and support Windows and Mac devices, smartphones, VoIP and Google Cloud services for the Official platform.

The role will service a diverse user base across government departments, manage hardware assets, and log incidents and service requests with potential advancement to deskside support as needed.

Qualifications

• Minimum of SC clearance.
• A passion for providing high levels of customer service.
• Experience of working in a Service Desk environment.
• A problem solver.
• Able to maintain both a user and service focus by taking ownership and accountability of issues.
• Experience in explaining technical issues to technical and non technical people.

Responsibilities

• Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base.
• 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.

Skills

Customer service

Service desk

Problem solving

Communication

Tools

Google Workspace

MacOS

Job description

Job Title: Service Desk Analyst - SC
Location: Newcastle/Hybrid (8am-4pm)
Contract Duration: 31/3/27
Daily Rate: £340/day (Umbrella)
IR35 Status: Inside IR35

Security Clearance: SC

The Role:

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. There may be a requirement for this role to elevate to full time deskside support depending on the needs or the tech hub.

This role covers two key locations in Newcastle upon Tyne, with an element of remote hybrid working required.

Main Responsibilities:

As a Service Desk Analyst you will:

• Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base
• 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

Skills & Experience

It's essential that you have:

• Minimum of SC clearance
• A passion for providing high levels of customer service
• Experience of working in a Service Desk environment
• A problem solver
• Able to maintain both a user and service focus by taking ownership and accountability of issues encountered
• Have experience in explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this

It's desirable that you have:

• ITIL accreditation or experience of working in an ITIL environment
• Experience or knowledge of Google Workspace
• Experience or knowledge of MacOS

Disability Confident

As a Disability Confident employer, CLIENT encourages applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces Covenant

As a signatory of the Armed Forces Covenant, CLIENT welcomes applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.