Service Desk Analyst. Westminster LilyLifestyle

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.

• 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.

• 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 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.