Contract: Until 31 March 2027, with potential for extension
Working Arrangement: Newcastle office - 5 days per week (8am-4pm)
IR35: Inside IR35
Security Clearance: Active SC clearance required on CV
The Opportunity
Are you an experienced Service Desk Analyst with strong technical troubleshooting skills and a passion for delivering excellent customer service?
We are seeking a proactive IT professional to provide first and second line support within a government technology environment. You will support a diverse user base, resolving technical issues and ensuring the smooth operation of IT services across a range of devices and applications.
This is an excellent opportunity to contribute to a busy IT support function, working alongside technical teams and providing both remote and hands-on deskside assistance.
Key Responsibilities
- Provide first and second line IT support, diagnosing and resolving hardware, software and access issues.
- Manage incidents and service requests via telephone, IT portal and face-to-face support.
- Troubleshoot Windows and macOS devices, Android and iOS smartphones, VoIP systems and Google Workspace.
- Log, prioritise and resolve tickets within agreed service levels.
- Manage IT assets, hardware deployments and equipment records.
- Create and maintain user accounts, supporting joiner and leaver processes.
- Take ownership of technical issues, escalating complex incidents where necessary.
- Work collaboratively with wider IT teams to maintain service quality and improve processes.
Essential Skills and Experience
- Active SC security clearance at the point of application.
- Proven experience in an IT service desk or technical support role.
- Competence across both first and second line IT support.
- Strong troubleshooting and problem-solving skills.
- Excellent customer service and communication abilities.
- Experience explaining technical issues to technical and non-technical users.
- The ability to manage competing priorities and take ownership of incidents.
Desirable
ITIL knowledge or accreditation, Google Workspace experience, macOS support, IT asset management and deskside support experience.
- Candidates must live in Newcastle upon Tyne.
- Full-time office attendance is required, five days per week.
- Working hours are 8:00am-4:00pm, Monday to Friday.
- Active SC clearance is essential at the point of application.
- Candidates must have experience across both first and second line support.
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Service Desk Analyst in Newcastle upon Tyne employer: GTC Recruitment Ltd
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