Service Desk Analyst at Cabinet Office, Newcastle-upon-Tyne, 6 Months, £Contract Rate

PLEASE NOTE: CTC/SC/DV Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

As a Service Desk Analyst, your main responsibilities will be:

Key Responsibilities

• Provide 1st and 2nd line IT support via telephone, ticketing systems and deskside assistance.
• Support users across Windows and MacOS laptop environments.
• Troubleshoot and support Android and iOS mobile devices.
• Assist with VoIP telephony and Google Workspace services.
• Log, prioritise and resolve incidents and service requests within agreed service levels.
• Manage user accounts for joiners, movers and leavers.
• Track, maintain and support IT hardware assets.
• Deliver excellent customer service to both technical and non-technical users.
• Work collaboratively with wider technology teams to ensure efficient service delivery.
• Contribute to the continuous improvement of support processes and procedures.

Essential Skills & Experience

• Active SC Clearance as a minimum.
• Previous experience working within a Service Desk, IT Support or End User Computing environment.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting a range of end-user technologies and devices.
• Ability to explain technical concepts clearly to non-technical users.
• Proven ability to take ownership of incidents through to resolution.

Desirable Skills

• ITIL certification or experience working within an ITIL-based environment.
• Experience supporting Google Workspace.
• Experience supporting MacOS devices.

What We 're Looking For

• A customer-focused IT professional who enjoys helping users and resolving technical issues.
• Someone comfortable working across phone, ticketing and deskside support channels.
• A proactive team player with a strong sense of ownership and accountability.
• Ability to work effectively in a fast-paced Government support environment.

Please be aware that this role can only be worked within the UK and not Overseas.

In applying for this role, you acknowledge the following this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.