Service Desk Analyst
Location: London (Westminster) - 3 days on-site per week
Contract: 3-month initial contract, with potential extension until March 2027
Clearance: SC or eligible
Our Client, a reputable government department, is hiring for a Service Desk Analyst to support their busy IT team. This is a fantastic opportunity to contribute to a high-profile environment, providing essential first-line support to a demanding stakeholder group of solicitors and support staff.
What you'll be doing:
* Providing first-line support for all client staff via phone, email, remote tools, and in person.
* Logging, reviewing, and resolving incidents and service requests using ServiceNow.
* Carrying out initial analysis and troubleshooting, escalating issues to desktop support when necessary.
* Maintaining accurate documentation and support knowledge bases to improve efficiency.
* Ensuring excellent customer service and clear communication with technical and non-technical colleagues.
* Supporting the team in a fast-paced environment, adapting to changing priorities.
What you'll bring:
* Proven experience in a Service Desk or IT support role, with a strong focus on first and second-line support.
* Excellent communication skills, capable of engaging with a diverse stakeholder group.
* Familiarity with Citrix Desktop Director and Manage Engine for remote support.
* Ability to record and manage incidents effectively within ITIL frameworks.
* Strong customer service ethos with a "can do" attitude.
* Flexibility to work on a rota basis and support team needs.
* Clearable for SC (Security Check) or already holding SC clearance.
* Willingness to undertake DBS check as part of BPSS process.
Qualifications & Experience:
* At least one year's experience supporting users with IT incidents.
* Experience with ServiceNow or similar call logging systems.
* Knowledge of remote support tools and basic troubleshooting techniques.
* Ability to produce and maintain support documentation.
This role offers onsite training for the first three weeks, after which you'll work in a hybrid environment combining office and home working.
If you thrive in a dynamic environment and are committed to delivering outstanding service, we'd love to hear from you. Apply now to join a dedicated team supporting vital government functions!
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