Service Desk Analyst(Need Active SC Clearance)

We are Global IT Recruitment specialist that provides support to the clients across UK, Europe and Australia. We have an excellent job opportunity for you.

Role: Service Desk Analyst(Need Active SC Clearance)
Contract Length: until 31st March 2025
Location: Newcastle - hybrid. One week in the office, one week remote.
Remote: 7am - 7pm, can involve 7am or 8am or 9:30 or 10:30 start.

Minimum Requirement:
Experience of working on service desk at least 2 years +
Customer facing experience
Experience of working with tools - SCCM, AD, Jimph,
Experience of supporting google environment.
Experience of working in an ITIL environment
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 client and other supported Government departments/ALBs.

Main Responsibilities
As a Service Desk Analyst you will:
? Be the face of Live Service - providing 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 building laptops & smartphones, phone and IT portal ticket support, and user facing assistance at Tech Hubs
? 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

Skills & Experience
It's essential that you have:
? A passion for providing high levels of customer service
? Experience of working in a Service Desk environment
? A problem solver
? Able to maintain both a user and service focus by taking ownership and accountability of issues encountered
? Have experience in explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this

It's desirable that you have:
? ITIL accreditation or experience of working in an ITIL environment
? Experience or knowledge of Google Workspace
? Experience or knowledge of MacOS