Service Desk Analyst

Location: City of Westminster

Service Desk Analyst

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 Service Now.

* 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 Service Now 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!

If you receive suspicious outreach claiming to be from us, please contact us via the Manpower Group website