Summary: The Service Desk Analyst role at the Cabinet Office involves providing first and second line IT support for a diverse user base within the Government sector. The position requires managing incidents and service requests, supporting various hardware and software, and collaborating with the IT team. Candidates must hold or be willing to undergo SC Clearance and possess strong customer service and problem-solving skills. This is a hybrid position based in Liverpool for a 7-month contract.

Key Responsibilities:

• Provide first and second line support for all IT related issues, interacting with a diverse user base.
• Process service requests and manage incidents, prioritising and resolving them within agreed timescales.
• Rotate between phone and IT portal ticket support, user facing assistance at Tech Hubs and building laptops & smartphones.
• Build, manage, support, asset track and maintain all associated hardware devices.
• Create, issue and manage/maintain corporate accounts for joiners/leavers.
• Collaborate across the Technology pillar and wider IT Team to ensure internal processes are delivered efficiently, reviewed and updated as necessary.

Key Skills:

• SC Clearance or willingness to undergo checks.
• Experience in a Service Desk environment with strong problem-solving skills.
• Ability to provide customer-focused IT support while taking ownership and accountability for technical issues.
• Technical communication skills to explain technical issues to both technical and non-technical users.
• ITIL accreditation or experience working in an ITIL environment (desirable).
• Experience or knowledge of Google Workspace (desirable).
• Experience or knowledge of MacOS (desirable).

Salary (Rate): undetermined

City: Liverpool

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT