Service Desk Analyst
- Employer
- Alexander Mann Solutions (on behalf of Public Sector Resourcing
- Location
- London (Greater)
- Salary
- per day
- Closing date
- 31 Mar 2023
View more
- Clearance Level
- SC, CTC
- Sector
- Central Government
- Job Type
- Contract
Service Desk Analyst
Contract Term: 11 Months
Contracting Authority: Cabinet Office
Location: London Hybrid working
Operating within the heart of Government, as a Service Desk Analyst you will be acting as the first point of contact for all users operating on the Official platform - supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools. Some specialist applications are also used throughout the estate.
Support will be provided to a diverse user base - from across the Cabinet Office and other supported Government departments/ALBs
As a Service Desk Analyst your main responsibilities would be:
- Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base
- Processing service requests Rotation between phone and IT portal ticket support, user facing assistance at Tech Hubs and the build of laptops & smartphones Build, manage, support, asset track and maintain all associated hardware devices Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales Create, issue and manage/maintain corporate accounts for joiners/leavers Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary
You’ll have relevant experience in:
- A passion for providing high levels of customer service Experience of working in a Service Desk environment A problem solver Able to maintain both a user and service focus by taking ownership and accountability of issues encountered Have experience in explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this ITIL accreditation or experience of working in an ITIL environment Experience or knowledge of Google Workspace
Experience or knowledge of MacOS
Must hold active SC Clearance
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