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- Tasks: Provide first and second line IT support to a diverse user base in a government setting.
- Company: Join the Cabinet Office and be part of the heart of Government operations.
- Benefits: Competitive pay, potential for remote work, and valuable experience in a prestigious environment.
- Other info: Opportunities for career growth and a commitment to inclusivity for all candidates.
- Why this job: Make a real difference by supporting essential technology for government departments.
- Qualifications: Experience in a Service Desk environment and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
On behalf of the Cabinet Office, we are looking for a Service Desk Analyst (Inside IR35) for a 4 month contract based in London. 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. Some specialist applications are also used throughout the estate. Support will be provided to a diverse user base – from across the Cabinet Office and other supported Government departments/ALBs.
This role is predominantly based at our office in 1 Horseguards Road (occasional working from home) where you shall work between our build room and our user facing Tech Hub providing face to face support.
As a Service Desk Analyst you will:
- Provide first and second line support for all IT related issues, interacting with a diverse user base.
- Build, manage, support, asset track and maintain all associated hardware devices.
- Rotation between phone and IT portal ticket support, and user facing assistance at deskside.
- Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales.
- Create, issue and manage/maintain corporate accounts for joiners/leavers.
- Processing service requests.
- Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary.
Essential:
- Experience of working in a Service Desk environment.
- Able to maintain both a user and service focus by taking ownership and accountability of issues encountered.
- Experience explaining technical issues to technical and non-technical people, using and understanding new and emerging technologies to support this.
- A passion for providing high levels of customer service.
- A problem solver.
- SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks.
Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.
Desirable:
- ITIL accreditation or experience of 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. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
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 cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
Service Desk Analyst employer: Public Sector Resourcing, managed by AMS
Contact Detail:
Public Sector Resourcing, managed by AMS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company and its culture before your interview. Research the Cabinet Office and understand their values, especially around customer service and collaboration. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! As a Service Desk Analyst, you'll need to think on your feet. Try out some common IT issues and how you'd resolve them. This will not only boost your confidence but also prepare you for those tricky questions during the interview.
✨Tip Number 3
Show off your communication skills! You'll be dealing with a diverse user base, so it's crucial to explain technical issues clearly. During your interview, give examples of how you've successfully communicated complex information to non-technical users in the past.
✨Tip Number 4
Don't forget to apply through our website! We want to make sure your application gets the attention it deserves. Plus, it’s a great way to stay updated on any new opportunities that might pop up in the future.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience in a Service Desk environment and any relevant technical skills, especially with Windows, MacOS, and Google Cloud services. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing top-notch customer service and how your problem-solving skills make you a great fit for the role. We love seeing genuine enthusiasm for the position!
Showcase Your Communication Skills: As a Service Desk Analyst, you'll be interacting with a diverse user base. Make sure to demonstrate your ability to explain technical issues clearly in your application. We appreciate candidates who can bridge the gap between tech and non-tech folks!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Public Sector Resourcing, managed by AMS
✨Know Your Tech Inside Out
As a Service Desk Analyst, you'll be dealing with various devices and systems. Brush up on your knowledge of Windows, MacOS, Android, iOS, and Google Cloud services. Be ready to explain technical issues clearly to both tech-savvy and non-tech users.
✨Showcase Your Customer Service Skills
This role is all about providing top-notch support. Prepare examples of how you've delivered excellent customer service in the past. Highlight your problem-solving abilities and how you take ownership of issues to ensure user satisfaction.
✨Familiarise Yourself with ITIL Practices
If you have experience or knowledge of ITIL, make sure to mention it during your interview. Understanding ITIL processes can set you apart, so be prepared to discuss how you've applied these principles in previous roles.
✨Prepare for Security Clearance Questions
Since SC Clearance is essential for this position, be ready to discuss your eligibility and any previous clearance you may have held. Familiarise yourself with the process and requirements, as this could be a key factor in your interview.