Service Desk Analyst - Windows 11 - Gov - Outside IR35

The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. 

They also process and coordinate appropriate and timely responses to incident reports, including the channelling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. 

Accountabilities:  

·       Timely answering of support queries from multiple channels 

·       Promptly escalating issues to the relevant party to ensure progression 

·       Communicate relevant updates in daily ‘stand ups’ and as requested 

·       Share knowledge with team members 

Responsibilities:  

·       Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. 

·       Maintain awareness of all relevant Service Level Agreements 

·       Deliver a high standard of customer service for all support queries 

·       Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. 

·       Undertake server patching in line with agreed processes. 

·       Update records of customer environments to reflect actions taken 

·       Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. 

·       Carry out daily checks on customer environments, where required. 

·       Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant 

·       Attend weekly meetings with customer technical staff, where required. 

·       Visit customer sites when required. 

·       Any other duties as and when required commensurate with organisational position 

Requirements

Essential Requirements

Exp wise min 2 years service desk and Specific Windows Roll out /Post Migration experience 

• Windows 11 Migration Support: Experience handling post-migration issues (profiles, drivers, login options).
• Active Directory & Entra ID (Azure AD): User/group management and permissions troubleshooting.
• Microsoft Intune: Device compliance checks and policy troubleshooting.
• Remote Support Tools: Ability to provide secure remote assistance.
• Microsoft Teams: Troubleshooting sign-in and functionality issues.
• Exchange Online & AD Groups: Mailbox access and group membership support.
• Shared Drives & Permissions: Drive mapping and access troubleshooting.
• Microsoft Apps & Company Portal: Activation and sync issue resolution.
• BitLocker & MFA: Recovery and reset processes.
• Zscaler (ZPA/ZIA): Familiarity with troubleshooting connectivity issues.
• OneDrive Sync: Post-migration sync troubleshooting.
• ServiceNow: Ticket triage, documentation, and escalation.
• Customer Service: Excellent communication, ability to explain technical issues simply, and handle frustrated users professionally.

Desirable Requirements

£225 per day - Outside IR35

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview.