AMS PSR

On behalf of the Cabinet Office, we are looking for an IT Service Desk Analyst (Inside IR35) for a 9 Month contract-based Hybrid / in New Castle.

The Cabinet Office supports the Prime Minister and ensures the effective running of government. The Cabinet Office is also the corporate headquarters for the government, in partnership with HM Treasury, and takes the lead in certain critical policy areas. More information about the Cabinet Office can be found on its website at: www.gov.uk/government/organisations/cabinet-office

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 Cabinet Office and other supported Government departments/ALBs. There may be a requirement for this role to elevate to full time deskside support depending on the needs or the user base.

As an IT Service Desk Analyst, your main responsibilities will be:

• 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 phone and IT portal ticket support, and user facing assistance at deskside.
• Track all incidents and service requests, prioritizing as necessary and resolving within agreed time scales
• 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.

Essential:

• Active SC clearance required for this role.
• A passion for providing high levels of customer service
• Experience of working in a Service Desk environment
• 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.
• ITIL accreditation or experience of working in an ITIL environment is desirable.
• Experience or knowledge of Google Workspace
• Experience or knowledge of MacOS

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, The Cabinet Office guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

The Cabinet Office guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".