Service Desk Analyst

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 ServiceNow.
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 ServiceNow 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 ManpowerGroup website.