Summary: The Service Desk Analyst role requires an SC Cleared professional to provide IT support within a market-leading utilities organization. The position is based in Leiston and involves working onsite five days a week for an initial six-month contract, with potential for extension. Key responsibilities include troubleshooting IT issues, managing incident tickets, and ensuring compliance with service level agreements (SLAs).

Key Responsibilities:

• Keying the incidents from Client ticket system to Partners ticket system.
• Act as an escalation point agent when difficult issues are received.
• Responsible for troubleshooting IT-related issues such as software/applications to hardware, including desktops, laptops, printers, and phones of designated users.
• Responsible for monitoring and maintaining defined SLAs.
• Apply temporary/permanent fixes, as required to eliminate issues.

Key Skills:

• Familiarity with ITIL practices, including incident logging, prioritization, and resolution within defined SLAs using tools such as ServiceNow or similar ITSM platforms.
• Analytical mindset with the ability to diagnose and resolve issues quickly while escalating complex problems appropriately.
• Familiarity with Windows OS, Microsoft Office Suite, and basic networking concepts (e.g., TCP/IP, DNS, VPN).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users and liaise effectively with technical teams.
• Clean Driving Licence.

Salary (Rate): 225

City: Leiston

Country: UK

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT