Queen Square Recruitment
Service Desk Specialist
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Service Desk & Request Management Analyst
Location: Warrington (full-time onsite during training and onboarding, transitioning to a hybrid model of 2 days onsite per week following successful performance review)
Start Date: ASAP
Rate: £270 per day inside IR35
Duration: 6 months initially
Clearance: Active SC Clearance required
Role Overview
Our client is seeking an SC Cleared Service Desk & Request Management Analyst to provide first-line IT support across a fast-paced environment. You'll be responsible for analysing, diagnosing and resolving technical issues across applications, desktops, laptops, printers, phones and enterprise systems, while ensuring incidents and service requests are managed within SLA. This role operates within a 24x7x365 shift environment, including weekends and night shifts.
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Key Responsibilities
- Act as the single point of contact for IT incidents and service requests via phone, chat, email and portals.
- Log, manage and own incidents through to resolution.
- Troubleshoot hardware, software and application issues.
- Coordinate ticket management between client and partner ticketing systems.
- Escalate unresolved issues to application and infrastructure teams.
- Monitor and maintain SLA performance.
- Manage printer incidents and infrastructure alerts.
- Handle aged ticket follow-up and closure.
- Create knowledge articles and identify process improvements.
- Support other functional teams and act as an escalation point when required.
- Provide backup support for Incident Management activities.
Skills & Experience
Essential
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- Active SC Clearance.
- Previous Service Desk and/or Infrastructure Support experience.
- Strong hands-on troubleshooting experience across IT environments.
- Experience working in a fast-paced, client-facing support environment.
- Excellent communication, interpersonal and problem-solving skills.
- Knowledge of ITSM tools, Microsoft Office and Skype for Business.
- Ability to participate in and lead customer meetings when required.
Desirable
- ITIL Certification.
- Scripting knowledge.
Working Pattern
- 24x7x365 shift-based support environment.
- Flexibility to work nights, weekends and out-of-hours support.
- Night shifts may involve a 4 days on / 4 days off rota with 12-hour shifts.
If you have the relevant skills and experience, please do apply promptly to be considered.
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