Public Sector | 12-1-2026

Service Desk Analyst x2

Location: Glasgow (onsite working - 5 days, Mon-Fri)

Duration: 6 months +

Vetting: SC level security clearance will be required

Responsibilities

• Troubleshoot technical issues reported to Service Desk using available Knowledge Articles
• Ensure Service Requests and Incidents are managed in accordance with Service Level Targets
• Assist with maintenance and contribution of articles to the Service Desk Knowledge Base
• Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk
• Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle.

Essential Skills

• Excellent communication and customer service skills
• The ability to efficiently manage workload and escalate calls when required
• Broad knowledge and understanding of IT concepts and technologies

Desirable Skills

• Experience working within a Service Desk or Helpdesk environment
• ITIL foundation
• Knowledge of AGILE and DevOps frameworks
• Experience with Enterprise level reporting tools

Our client requires onsite working, 5 days per week (Monday-Friday) in the office in East Kilbride, Glasgow.

For further details please apply including full CV.

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