Service Desk Analyst
Posted 4 days ago by Experis UK
Negotiable
Undetermined
Hybrid
London, England, United Kingdom
Summary: The Service Desk Analyst role is based in Westminster, London, and involves providing first-line IT support to a government department. The position requires logging and resolving incidents, maintaining documentation, and ensuring excellent customer service in a fast-paced environment. Candidates should have experience in IT support and be capable of engaging with a diverse group of stakeholders. The role offers a hybrid working arrangement after an initial training period on-site.
Key Responsibilities:
- 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.
Key Skills:
- 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.
- 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.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
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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