Service Desk Analyst

Service Desk AnalystRate: 250 per day, umbrella rateLocation: HampshireWorking arrangement: 5 days per week onsiteContract length: 6 MonthsClearance requirement: SC cleared or eligible for SC clearanceYour new companyYou will be joining a Shared Service Desk team within a government body, providing first-line IT support to users.You will work closely with Duty Technicians, infrastructure teams, application support teams and Service Managers to restore services quickly and provide a high-quality customer experience.Previous experience working within a government or public sector environment would be beneficial for this opportunity.Your new roleAs a Service Desk Analyst, you will act as the first point of contact for users requiring IT support across phone, email, chat and self-service channels.You will take ownership of incidents and service requests, resolving common technical issues at first contact wherever possible and escalating more complex issues to the appropriate technical teams.Excellent customer service is central to the role, alongside accurate ticket management, effective troubleshooting and clear communication throughout the ticket life cycle.Key responsibilitiesAct as the Single Point of Contact (SPOC) for IT support requests.Log, categorise, prioritise and manage incidents and service requests through the ITSM platform.Provide first-line diagnosis and resolve common technical issues using documented procedures and knowledge articles.Complete password resets, ..... full job details .....