Service Desk Analyst

Contract: Until 31 March 2027, with potential for extension

Working Arrangement: Newcastle office - 5 days per week (8am-4pm)

IR35: Inside IR35

Security Clearance: Active SC clearance required on CV

Are you an experienced Service Desk Analyst with strong technical troubleshooting skills and a passion for delivering excellent customer service?

We are seeking a proactive IT professional to provide first and second line support within a government technology environment. You will support a diverse user base, resolving technical issues and ensuring the smooth operation of IT services across a range of devices and applications.

This is an excellent opportunity to contribute to a busy IT support function, working alongside technical teams and providing both remote and hands-on deskside assistance.

• Provide first and second line IT support, diagnosing and resolving hardware, software and access issues.
• Manage incidents and service requests via telephone, IT portal and face-to-face support.
• Troubleshoot Windows and macOS devices, Android and iOS smartphones, VoIP systems and Google Workspace.
• Log, prioritise and resolve tickets within agreed service levels.
• Manage IT assets, hardware deployments and equipment records.
• Create and maintain user accounts, supporting joiner and leaver processes.
• Take ownership of technical issues, escalating complex incidents where necessary.
• Work collaboratively with wider IT teams to maintain service quality and improve processes.

• Active SC security clearance at the point of application.
• Proven experience in an IT service desk or technical support role.
• Competence across both first and second line IT support.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.
• Experience explaining technical issues to technical and non-technical users.
• The ability to manage competing priorities and take ownership of incidents.

ITIL knowledge or accreditation, Google Workspace experience, macOS support, IT asset management and deskside support experience.

• Candidates must live in Newcastle upon Tyne.
• Full-time office attendance is required, five days per week.
• Working hours are 8:00am-4:00pm, Monday to Friday.
• Active SC clearance is essential at the point of application.
• Candidates must have experience across both first and second line support.