Service Desk Analyst

Summary: The role of Service Desk Analyst involves providing technical support and managing service requests for a government client in Glasgow. Candidates with active SC clearance are preferred due to the urgency of the position. The successful candidates will troubleshoot issues, manage incidents, and contribute to service quality improvements. Strong communication and technical skills in IT support are essential for this role.

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, etc.
• Ability to manage and prioritise multiple tasks effectively
• Familiarity with ITIL processes would be preferred
• Experience in a similar role within a secure environment is highly desirable

Salary (Rate): undetermined

City: Glasgow

Country: UK

Working Arrangements: undetermined

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT