Service Desk Analyst

Summary: The role of Service Desk Analyst involves providing technical support and managing service requests for a busy government client in Glasgow. Candidates with active SC clearance are preferred, and the position requires strong problem-solving skills and excellent communication abilities. The successful candidates will troubleshoot issues, manage incidents, and contribute to improving service quality. This is a 6-month contract position with an emphasis on customer service in a secure environment.

Key Responsibilities:

• Troubleshoot technical issues using available resources
• Manage service requests and incidents in line with SLA
• Contribute and improve the Service Desk knowledge resources
• Identify and suggest improvements to enhance service quality and process efficiency
• Keep customers updated on the progress of their incidents and service requests

Key Skills:

• Proven experience in a customer-facing IT support role
• Strong problem-solving abilities
• Excellent communication skills
• Excellent technical knowledge and skills in Windows Desktop and Operating Systems, O365, Active Directory, networking and peripheral devices
• Ability to manage and prioritise multiple tasks effectively
• Familiarity with ITIL processes preferred
• Experience in a similar role within a secure environment highly desirable

Salary (Rate): undetermined

City: Glasgow

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT