Job Description

Job Title: Service Desk Analyst - SC
Location: Norwich / Hybrid (2 days/week onsite)
Contract Duration: 28/3/26
Daily Rate: £340/day (Umbrella)
IR35 Status: Inside IR35
Security Clearance: SC

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.

Main Responsibilities

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

Skills & Experience

It’s essential that you have:

• SC clearance
• 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

Disability Confident

As a member of the disability confident scheme, CLIENT 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.

Armed Forces Covenant   

CLIENT is proud to support the Armed Forces Covenant and as such, we guarantee to interview all 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.

If you qualify for the above, please notify us on 0121 794 8181.

We will be in touch to discuss your suitability and arrange your Guaranteed Interview.

Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.

To apply for this role please submit your latest CV or contact Aspect Resources on 0121 794 8181