Service Desk Analyst

Avature; Newcastle upon Tyne; Hybrid; GBP 30,000 - 50,000

Job description

On behalf of the Cabinet Office, we are looking for Service Desk Analysts (Inside IR35) for a 7 Month contract based Hybrid in London or Newcastle.

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.

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

1. Provide first and second line support for all IT related issues, interacting with a diverse user base.
2. Process service requests and manage incidents, prioritising and resolving them within agreed timescales.
3. Rotate between phone and IT portal ticket support, user facing assistance at Tech Hubs and building laptops & smartphones.
4. Build, manage, support, asset track and maintain all associated hardware devices.
5. Create, issue and manage /maintain corporate accounts for joiners/leavers.
6. Collaborate across the Technology pillar and wider IT Team to ensure internal processes are delivered efficiently, reviewed and updated as necessary.
7. SC 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.
8. Customer Service and Problem-Solving: Experience of working in a Service Desk environment, with strong problem-solving skills.
9. Ability to provide customer-focused IT support while taking ownership and accountability for technical issues.
10. Technical Communication: Ability to explain technical issues to both technical and non-technical users, using and understanding new and emerging technologies to support this.
11. ITIL accreditation or experience working in an ITIL environment.
12. Experience or knowledge of Google Workspace.
13. Experience or knowledge of MacOS.

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

Disability Confident

As a member of the Disability Confident Scheme, The Cabinet Office guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

The Cabinet Office guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

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".