Service Desk Analyst

Service Desk Analyst

• Rate: 250 per day, umbrella rate
• Location: Hampshire
• Working arrangement: 5 days per week onsite
• Contract length: 6 Months
• Clearance requirement: SC cleared or eligible for SC clearance

Your new company

You will be joining a Shared Service Desk team within a government body, providing first-line IT support to users.
You will work closely with Duty Technicians, infrastructure teams, application support teams and Service Managers to restore services quickly and provide a high-quality customer experience.
Previous experience working within a government or public sector environment would be beneficial for this opportunity.
Your new role

As a Service Desk Analyst, you will act as the first point of contact for users requiring IT support across phone, email, chat and self-service channels.
You will take ownership of incidents and service requests, resolving common technical issues at first contact wherever possible and escalating more complex issues to the appropriate technical teams.
Excellent customer service is central to the role, alongside accurate ticket management, effective troubleshooting and clear communication throughout the ticket life cycle.
Key responsibilities

• Act as the Single Point of Contact (SPOC) for IT support requests.
• Log, categorise, prioritise and manage incidents and service requests through the ITSM platform.
• Provide first-line diagnosis and resolve common technical issues using documented procedures and knowledge articles.
• Complete password resets, account unlocks and user account administration.
• Handle software installation and access requests.
• Provide basic application support.
• Escalate complex or unresolved incidents to Duty Technicians and specialist resolver teams with appropriate technical information.
• Keep users informed through clear and timely updates.
• Maintain accurate, high-quality ticket records and documentation.
• Follow security, compliance and data protection procedures.
• Contribute to knowledge articles and identify recurring issues and opportunities for service improvement.
• Participate in team meetings, training, process improvement initiatives and shift handovers where applicable.

Essential skills and experience

• Previous experience in a Service Desk, Help Desk or customer support environment.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Experience using an IT Service Management (ITSM) tool.
• The ability to prioritise workloads and manage multiple tasks effectively.
• Strong written and verbal communication skills.
• Good attention to detail and organisational skills.
• The ability to work independently and collaboratively as part of a team.
• Current SC clearance or eligibility to go through SC clearance.

Desirable skills and experience

• Previous experience working within a government or public sector environment.
• Knowledge of ITIL Service Management principles.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Familiarity with Active Directory user administration.
• Experience with ServiceNow or similar ITSM platforms.
• An understanding of basic networking concepts, including DNS, DHCP and TCP/IP.
• Experience using remote support tools.
• Previous exposure to enterprise IT environments.

You should be customer-focused, professional and comfortable taking ownership of issues. The role also requires resilience under pressure, adaptability, attention to detail and a willingness to learn and continually improve.
What you'll get in return

• 250 per day umbrella rate
• Inside IR35
• Opportunity to work within a government environment
• 5 days per week onsite
• Contract length: 6 Months

How to apply

If you're interested in this opportunity, apply with your latest CV, availability and preferred location. If this role isn't quite right for you, please get in touch for a confidential discussion about similar opportunities.

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