Service Desk Analyst

Service Desk Analyst – Inside IR35

Contract Term: 12 Months

Contracting Authority: Cabinet Office

Location: London or York (On Site)

*Please note: This role requires active SC clearance or candidates who are eligible to undergo the screening process.

The Cabinet Office supports the Prime Minister and ensures the effective running of government. The Cabinet Office is also the corporate headquarters for the government, in partnership with HM Treasury, and takes the lead in certain critical policy areas. More information about the Cabinet Office can be found on its website at https://www.gov.uk/government/organisations/cabinet-office

The Role

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, you will:

• 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

Essential Skills & Experience

• 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

It’s desirable that you have:

• ITIL accreditation or experience of working in an ITIL environment
• Experience or knowledge of Google Workspace
• Experience or knowledge of MacOS

If this role sounds like something that you would be interested in, please click the link to apply.

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.

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

Job Types: Full-time, Temporary contract
Contract length: 12 months

Salary: £340.00 per day

Schedule:

• Monday to Friday
• Weekend availability

Application question(s):

• Please confirm if you hold active SC clearance?

Work Location: One location

Reference ID: PSR1JP00067966