Service Desk Analyst - (Sc Cleared)

Title:Service Desk Analyst (SC Cleared)

Location: Reading - remote with occasion on site

Salary: £30,000 - £35,000

Note: This vacancy involves working with confidential information, so you must hold or be willing to go through SC Clearance.

Summary

We are actively looking to secure a Service Desk Analyst to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

Job Summary:

The Service Desk Analyst serves as the first point of contact for end-users seeking technical assistance and support. This position involves responding to queries, diagnosing and troubleshooting technical issues, and providing timely resolution or escalation as necessary. This will be working within the Public Sector with access to confidential information, so the successful candidate must hold, or be willing to go through SC clearance. The Service Desk Analyst is responsible for maintaining high levels of customer satisfaction through effective communication and problem-solving skills.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, chat, or in-person.
• Log all support requests accurately and timely into the ticketing system, ensuring thorough documentation of all interactions and resolutions.
• Diagnose and resolve hardware, software, network, and application issues in accordance with established procedures.
• Escalate complex technical issues to appropriate teams or senior technicians for further investigation and resolution.
• Collaborate with other IT teams to ensure timely resolution of issues and effective communication with end-users.
• Assist with the deployment and configuration of hardware, software, and peripheral devices.
• Contribute to the development and maintenance of knowledge base articles and user guides to facilitate self-service resolution for common issues.
• Provide training and guidance to end-users on IT systems, applications, and best practices.
• Monitor and report on Service Desk performance metrics, including ticket resolution times, customer satisfaction ratings, and trends in support requests.
• Stay up-to-date with the latest technologies and IT industry trends to continuously improve service delivery and support capabilities.

Background:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proven experience working in a technical support role, preferably in a Service Desk environment.
• Strong knowledge of Windows and/or macOS operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with ticketing systems and remote support tools.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical users effectively.
• Strong problem-solving skills with a methodical approach to troubleshooting and diagnosing technical issues.
• Ability to work independently and collaboratively in a fast-paced environment, prioritising tasks and managing time effectively.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
• Flexibility to work non-standard hours and participate in an on-call rotation as needed.

If you meet the above criteria, please apply for the position to be contacted by an Experis Consultant. If you do not get contacted within 2 weeks, please consider the application closed.