IT Support and Service Desk Operator

Sector: Public Sector / Government Job Title: Service Desk Analyst Type: Temp/Contractor Location: Hybrid/Onsite Working (East Kilbride) Duration: 6 months Vetting: SC Security clearance check will be required As part of a an ITIL aligned Service Desk, you will be responsible for delivering high quality, customer focused 1st line support to users across the estate. This is a fantastic opportunity to be a part of a growing team in a modern and flexible working environment. This is a varied and exciting role for an experienced, intelligent, and enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Service. The role is customer facing and requires analysts to have good problem-solving skills, with the ability to provide excellent customer service. Responsibilities: Troubleshoot technical issues reported to Service Desk using available Knowledge Articles Ensure Service Requests and Incidents are managed in accordance with Service Level Targets Assist with maintenance and contribution of articles to the Service Desk Knowledge Base Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk. Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle.