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- Tasks: Support users with IT issues, manage incidents, and maintain hardware devices.
- Company: Join the Cabinet Office, a key player in the UK Government.
- Benefits: Enjoy hybrid working, gain valuable experience, and develop your tech skills.
- Why this job: Be part of a diverse team making a real impact in government IT support.
- Qualifications: Customer service experience and problem-solving skills are essential; SC Clearance required.
- Other info: Disability Confident and Armed Forces Covenant employer, promoting inclusivity.
The predicted salary is between 30000 - 42000 £ per year.
On behalf of the Cabinet Office, we are looking for Service Desk Analysts (Inside IR35) for a 7 Month contract based Hybrid in Liverpool. 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. 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:
- Provide first and second line support for all IT related issues, interacting with a diverse user base.
- Process service requests and manage incidents, prioritising and resolving them within agreed timescales.
- Rotate between phone and IT portal ticket support, user facing assistance at Tech Hubs and building laptops & smartphones.
- Build, manage, support, asset track and maintain all associated hardware devices.
- Create, issue and manage/maintain corporate accounts for joiners/leavers.
- Collaborate across the Technology pillar and wider IT Team to ensure internal processes are delivered efficiently, reviewed and updated as necessary.
Essential:
- SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks.
- Customer Service and Problem-Solving: Experience of working in a Service Desk environment, with strong problem-solving skills.
- Ability to provide customer-focused IT support while taking ownership and accountability for technical issues.
- Technical Communication: Ability to explain technical issues to both technical and non-technical users, using and understanding new and emerging technologies to support this.
Desirable:
- ITIL accreditation or experience working in an ITIL environment.
- Experience or knowledge of Google Workspace.
- 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.
Armed Forces Covenant: The Cabinet Office guarantees to interview veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy.
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.
Service Desk Analyst employer: Alexander Mann Solutions - Public Sector Resourcing
Contact Detail:
Alexander Mann Solutions - Public Sector Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows, MacOS, Android, iOS, and Google Cloud services. Being able to demonstrate your knowledge and experience with these platforms during any discussions will set you apart from other candidates.
✨Tip Number 2
Highlight your customer service skills by preparing examples of how you've successfully resolved technical issues for users in the past. This will show that you can provide the high level of support expected in a Service Desk Analyst role.
✨Tip Number 3
If you have ITIL experience or accreditation, be ready to discuss how you've applied ITIL principles in your previous roles. This could give you an edge, especially since it's listed as a desirable criterion.
✨Tip Number 4
Since SC Clearance is essential, ensure you are prepared to discuss your eligibility and any previous clearance you may have held. This will demonstrate your readiness for the role and help alleviate any concerns about your security status.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of a Service Desk Analyst. Highlight key skills such as customer service, problem-solving, and technical communication that are essential for the role.
Tailor Your CV: Customise your CV to reflect relevant experience in IT support, particularly in a Service Desk environment. Emphasise any experience with Windows, MacOS, Google Cloud services, and your ability to communicate technical issues effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and how your skills align with the job requirements. Mention your willingness to undergo SC Clearance and any relevant certifications like ITIL.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Service Desk Analyst.
How to prepare for a job interview at Alexander Mann Solutions - Public Sector Resourcing
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with the technologies mentioned in the job description, such as Windows, MacOS, and Google Cloud services, so you can speak confidently about your experience with them.
✨Showcase Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved IT issues. Highlight your problem-solving skills and how you take ownership of technical problems, as this is crucial for the role.
✨Communicate Effectively
Practice explaining technical concepts in simple terms. You’ll need to communicate with both technical and non-technical users, so demonstrating your ability to bridge that gap will be impressive.
✨Be Ready for Security Clearance Questions
Since SC Clearance is essential for this role, be prepared to discuss your eligibility and any previous security clearances you may have held. This shows your understanding of the importance of security in government roles.
