Service Desk Analyst (Active SC Clearance)

Role: Service Desk AnalystContract Length: up until 31/03/2025Location: Glasgow - Full time in the officeMinimum Requirement:Specialist Service Desk Technician - ITIL Training/practical service management process and procedure experience & Technical knowledge required. CL is the quickest route to secure these staff and allows for flexibility if the Outsourcing case is approved by COAB.Improving Service Desk Resolution Times, reducing backlog tickets, the ability to provide localised onsite IT support in growth sites, allowing additional flexibility to free up resources to fulfil our service impacting duties and providing the resources to allow us to undertake remedial work in readiness for an upgraded ITSM Tool and/or Outsourcing during the 2023/24 Business Year.Service Desk performance will not meet agreed Service Level Indicators, impacting on COO Reports and User accessibility to the Official Platform - resulting in a severe degradation of IT service provision. PN requests/issues will take longer to process meaning that some users may not be able to work for an extended period of time.