Service Desk Analyst

Service Desk Analyst Location: London (Westminster) - 3 days on-site per week Contract: 3-month initial contract, with potential extension until March 2027 Clearance: SC or eligible Our Client, a reputable government department, is hiring for a Service Desk Analyst to support their busy IT team. This is a fantastic opportunity to contribute to a high-profile environment, providing essential first-line support to a demanding stakeholder group of solicitors and support staff. What you'll be doing: * Providing first-line support for all client staff via phone, email, remote tools, and in person. * Logging, reviewing, and resolving incidents and service requests using ServiceNow. * Carrying out initial analysis and troubleshooting, escalating issues to desktop support when necessary. * Maintaining accurate documentation and support knowledge bases to improve efficiency. * Ensuring excellent customer service and clear communication with technical and non-technical colleagues. * Supporting the team in a fast-paced environment, adapting to changing priorities. What you'll bring: * Proven experience in a Service Desk or IT support role, with a strong focus on first and second-line support. * Excellent communication skills, capable of engaging with a diverse stakeholder group. * Familiarity with Citrix Desktop Director and Manage Engine for remote support. * Ability to record and manage incidents effectively within ITIL frameworks. * Strong customer service ethos with a "can do" attitude. * Flexibility to work on a rota basis and support team needs. * Clearable for SC (Security Check) or already holding SC clearance. * Willingness to undertake DBS check as part of BPSS process. Qualifications & Experience: * At least one year's experience supporting users with IT incidents. * Experience with ServiceNow or similar call logging systems. * Knowledge of remote support tools and basic troubleshooting techniques. * Ability to produce and maintain support documentation. This role offers onsite training for the first three weeks, after which you'll work in a hybrid environment combining office and home working. If you thrive in a dynamic environment and are committed to delivering outstanding service, we'd love to hear from you. Apply now to join a dedicated team supporting vital government functions! If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website