At a Glance
- Tasks: Provide first-line IT support to a busy team of solicitors and staff.
- Company: Reputable government department with a high-profile environment.
- Benefits: Hybrid working, onsite training, and potential contract extension until 2027.
- Other info: Opportunity for career growth and development in a fast-paced environment.
- Why this job: Make a real impact by supporting essential services in a dynamic setting.
- Qualifications: Experience in IT support, excellent communication skills, and customer service focus.
The predicted salary is between 30000 - 40000 £ per year.
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.
Service Desk Analyst employer: Experis
Join a reputable government department in Westminster as a Service Desk Analyst, where you will play a vital role in supporting a busy IT team. Enjoy a collaborative work culture that values excellent customer service and offers opportunities for professional growth, all while working in a dynamic environment that combines on-site and remote flexibility. With a commitment to employee development and a focus on meaningful contributions, this position is perfect for those looking to make a difference in a high-profile setting.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Service Desk Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for Service Desk Analyst positions and practice your responses. We recommend using the STAR method to structure your answers, showcasing your experience and problem-solving skills.
✨Tip Number 3
Show off your skills! If you have experience with ServiceNow or remote support tools, be ready to discuss specific examples of how you've used them. This will help you stand out as a candidate who can hit the ground running.
✨Tip Number 4
Apply through our website! We make it super easy for you to submit your application for the Service Desk Analyst role. Plus, it shows you're serious about joining our team and helps us keep track of your application.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in Service Desk or IT support roles. Use keywords from the job description to show that you’re a perfect fit for the role.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Explain why you’re interested in the Service Desk Analyst position and how your skills align with what we’re looking for. Keep it friendly and professional.
Show Off Your Communication Skills:Since this role involves engaging with a diverse group of stakeholders, make sure to demonstrate your excellent communication skills in your application. We want to see how you can connect with both technical and non-technical colleagues.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your application process.
How to prepare for a job interview at Experis
✨Know Your Stuff
Make sure you brush up on your technical skills, especially around first and second-line support. Familiarise yourself with ServiceNow and any remote support tools mentioned in the job description. Being able to discuss your experience confidently will show that you're ready to hit the ground running.
✨Customer Service is Key
Since this role involves a lot of interaction with solicitors and support staff, be prepared to demonstrate your customer service skills. Think of examples where you've gone above and beyond to help a user or resolved a tricky issue. This will highlight your 'can do' attitude and commitment to excellent service.
✨Practice Your Communication Skills
You’ll need to communicate effectively with both technical and non-technical colleagues. Practise explaining complex IT concepts in simple terms. This will not only help you in the interview but also in your day-to-day role if you get the job.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios, like how you would handle a high-pressure situation or a difficult user. Prepare by thinking through your past experiences and how you managed similar situations. This will show your problem-solving skills and adaptability in a fast-paced environment.
