Service Desk Analyst
Posted Today by Public Sector Resourcing
Negotiable
Inside
Hybrid
Norwich, England, United Kingdom
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 hybrid working, with two days per week in Norwich, and entails managing various hardware devices and software applications. Candidates must possess active SC Clearance and demonstrate a strong commitment to customer service and problem-solving. Experience in a Service Desk environment is essential, along with the ability to communicate technical issues effectively.
Key Responsibilities:
- Provide first and second line support for all IT related issues, interacting with a diverse user base.
- Build, manage, support, asset track and maintain all associated hardware devices.
- Rotate between phone and IT portal ticket support, and user facing assistance at deskside.
- Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales.
- Create, issue and manage/maintain corporate accounts for joiners/leavers.
- Process service requests.
- Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary.
Key Skills:
- Experience of working in a Service Desk environment.
- Able to maintain both a user and service focus by taking ownership and accountability of issues encountered.
- Experience explaining technical issues to technical and non-technical people.
- Understanding of new and emerging technologies.
- A passion for providing high levels of customer service.
- A problem solver.
- Active SC Clearance or willingness to undergo checks.
- Desirable: ITIL accreditation or experience of working in an ITIL environment.
- Desirable: Experience or knowledge of Google Workspace.
- Desirable: Experience or knowledge of MacOS.
Salary (Rate): undetermined
City: Norwich
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
On behalf of the Cabinet Office we are looking for a Service Desk Analyst (Inside IR35) for a 3 month (until 31/03/26) contract. Hybrid working with 2 days per week required in Norwich. Operating within the heart of Government as a Service Desk Analyst you will be acting as the first point of contact for all users operating on the Official platform - supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools. Some specialist applications are also used throughout the estate. Support will be provided to a diverse user base - from across the Cabinet Office and other supported Government departments/ALBs. This is a hybrid role providing support via the telephone as well as at our local Norwich office providing our users face to face support at our Tech Hub.
As a Service Desk Analyst you will:
- Provide first and second line support for all IT related issues, interacting with a diverse user base.
- Build, manage, support, asset track and maintain all associated hardware devices.
- Rotation between phone and IT portal ticket support, and user facing assistance at deskside.
- Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales.
- Create, issue and manage/maintain corporate accounts for joiners/leavers.
- Processing service requests.
- Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary.
Essential:
- Experience of working in a Service Desk environment.
- Able to maintain both a user and service focus by taking ownership and accountability of issues encountered.
- Experience explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this.
- A passion for providing high levels of customer service.
- A problem solver.
- An active SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks.
Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.
Desirable:
- ITIL accreditation or experience of working in an ITIL environment.
- Experience or knowledge of Google Workspace.
- Experience or knowledge of MacOS.
Please be aware that this role can only be worked within the UK and not Overseas.