SC Cleared Service Desk Analyst

Overview

We are seeking a Service Desk Analyst to join our out-of-hours support team, providing 1st Line IT support. This is a remote position operating on a 4 on, 4 off shift pattern, working day shift or night shift. The successful candidate will be responsible for monitoring, managing, and resolving IT incidents and service requests while ensuring high levels of customer service and adherence to agreed SLAs. Due to the nature of the environment, candidates must hold active SC (Security Check) Clearance.

Key Responsibilities

• Provide 1st line technical support via phone, email, and ticketing systems.
• Log, categorise, prioritise, and resolve incidents and service requests in line with SLA targets.
• Act as the first point of escalation for technical issues during out-of-hours operations.
• Monitor system alerts and proactively investigate issues affecting business-critical services.
• Perform routine health checks and system monitoring activities.
• Escalate unresolved incidents to relevant support teams and vendors.
• Maintain accurate ticket updates and technical documentation.