Service Desk Analyst

Modern Workplace - Service Desk Analyst

Location: Reading

Rate: £240 Per Day Inside IR35

Contract: Three - Six Months

SC Clearance is essential. Applicants without live SC Clearance will not be progressed

The Role

I am working with a longstanding client with whom we have completed numerous contract and project assignments over the last three years. After 30 years in the sector they have carved out a fantastic reputation for quality and providing the very best service to their clients.

They are now looking for a Service Desk Analyst to work with one of their clients on a contract basis. As previously stated, SC Clearance is essential for this role and I cannot accept any applications from candidates who do not have live SC Clearance.

Responsibilities

Resolve more complex incidents and requests across Windows, Microsoft 365, identity, access, applications, endpoints and common infrastructure dependencies.
Act as a senior escalation point for Junior Analysts, supporting diagnosis, prioritisation, warm hand-off and user communication.
Support shift control by monitoring queue health, ageing work, priority tickets, SLA risk and handover quality.
Lead or support user-facing activity during priority and major incidents, following agreed escalation and communications procedures.
Coach Junior Analysts in troubleshooting, ticket quality, knowledge use, security handling and customer communication.
Create and improve knowledge articles and guided resolution paths so repeatable fixes move closer to first contact.
Identify high-volume or repetitive demand suitable for workflow automation, self-service, proactive remediation or problem management.
Coordinate with Tech Bar, endpoint, ServiceNow and resolver teams, retaining clear ownership until the next accountable team accepts the work.
Support quality sampling, trend analysis and continual-improvement activity using Service Desk data and user feedback.

Skills & Experience Required

Typically 3+ years of experience across Service Desk, desktop support, application support or End User Compute, including hands-on L1/L2 troubleshooting.
Strong working knowledge of Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, identity/access and endpoint support.
Experience with ITSM tools, incident/request management, queue control, priority handling and SLA-driven support.
Ability to troubleshoot independently, gather evidence and escalate with clear technical detail.
Experience coaching or mentoring less-experienced analysts and raising team quality.
Strong communication and customer ownership, including confidence with senior or demanding users.
SC clearance is required. Candidates must hold, or be eligible and willing to obtain and maintain, the required clearance.

Desirable

ServiceNow experience, particularly Incident, Request, Knowledge or Major Incident workflows.
ITIL 4 Foundation or higher.
Working knowledge of Intune, Entra ID, Autopilot, Defender, PowerShell or endpoint-security tooling.
Experience in a secure Government, defence or regulated managed-service environment.

This role supports a secure UK Government project. SC clearance is a mandatory requirement and working arrangements will reflect the needs of the secure service.

ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy