Service Desk (SC Cleared) - 6 Month Contract - Inside IR35 - Warrington Office (Hybrid)

Service Desk Analyst (SC Cleared) - 6 Month Contract - Inside IR35 - Warrington Office

Contract Type: 6-Month Contract (Inside IR35)
Market Rates
Location: Warrington

Role Overview

The IT Service Desk and Request Management Analyst will serve as the first point of contact for designated users, providing technical support across a range of IT systems, applications, and devices. This role requires strong analytical and troubleshooting skills to diagnose and resolve issues ranging from straightforward queries to more complex technical problems, ensuring minimal disruption to business operations.

Key Responsibilities:

• Deliver IT support services on a rotational 24x7x365 shift basis, including weekends and night shifts
• Act as a single point of contact for all incoming queries via phone, chat, portal, alerts, and email
• Handle and resolve user-reported issues and system alerts promptly
• Manage and fulfil service requests (eg, software installations, access permissions, hardware/software setup)
• Log all incidents and service requests accurately within the designated ITSM tool and take ownership through to resolution
• Maintain clear and effective communication with users, providing regular status updates
• Create and maintain documentation and knowledge base articles to improve support efficiency
• Perform quality analysis tasks when required

What You Will Ideally Bring:

• Must hold valid Security Clearance
• Proven experience in a fast-paced, client-facing IT support environment
• Strong troubleshooting skills across IT systems and end-user devices
• Excellent interpersonal and communication skills (verbal and written)
• Strong multitasking ability with good typing skills
• Knowledge of Microsoft 365 applications
• Familiarity with Active Directory, Entra ID, and user administration