Service Desk Analyst Windows 11 Gov Outside IR35

The Service Desk Analyst is there toachieve theresolution (both reactive and proactive) of problems throughout the information system lifecycle includingclassification prioritisation and initiation of action documentation of root causes and implementation of remediesto prevent future incidents.

They alsoprocess and coordinateappropriate and timely responses to incident reports includingthechannellingofrequests for help to appropriate functions for resolution monitoring resolution activity and keepingcustomersappraised of progress towards service restoration.

Accountabilities:

Timelyansweringofsupport queriesfrommultiple channels

Promptlyescalating issues to the relevantparty to ensureprogression

Communicate relevant updatesin daily stand upsandasrequested

Share knowledge with team members

Responsibilities:

Provide consistent high-qualitysupport 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

Delivera highstandardof customer service for all supportqueries

Maintain accurate records of customer interactions capturing sufficiently detailed information fromcustomers.

Undertakeserver patching in line with agreed processes.

Updaterecords of customer environments to reflect actionstaken

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

Carry out daily checks on customer environments where required.

Contributeto knowledge bases writing/reviewing technical knowledge articles where relevant

Attend weekly meetings with customer technical staff where required.

Visit customer sites whenrequired.

Any other duties as and when required commensurate with organisationalposition

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 . 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.

Required Experience:

IC