Service Desk Analyst

Service Desk Analyst - Inside IR35

Contract Term: Until 31 st March 2025

Contracting Authority: Cabinet Office

Location: Glasgow

The Cabinet Office supports the Prime Minister and ensures the effective running of government. The Cabinet Office is also the corporate headquarters for the government, in partnership with HM Treasury, and takes the lead in certain critical policy areas. More information about the Cabinet Office can be found on its website at

The Role

Operating within the heart of Government, as a Service Desk Analyst you will be acting as the first point of contact for all users operating on the Official platform - supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools. Some specialist applications are also used throughout the estate.

Support will be provided to a diverse user base - from across the Cabinet Office and other supported Government departments/ALBs.

Main Responsibilities

As a Service Desk Analyst you will:

• Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base.
• Build, manage, support, asset track and maintain all associated hardware devices.
• Rotation between building laptops & smartphones, phone and IT portal ticket support, and user facing assistance at Tech Hubs.
• Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales.
• Create, issue and manage/maintain corporate accounts for joiners/leavers.
• Processing service requests.
• Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary.

Skills & Experience

It’s essential that you have:

• A passion for providing high levels of customer service.
• Experience of working in a Service Desk environment.
• A problem solver
• Able to maintain both a user and service focus by taking ownership and accountability of issues encountered.
• Have experience in explaining technical issues to technical and non-technical people, using and understanding new and emerging technologies to support this.

It’s desirable that you have:

• ITIL accreditation or experience of working in an ITIL environment
• Experience or knowledge of Google Workspace
• Experience or knowledge of MacOS

If this role sounds like something that you would be interested in, please click the link to apply or get in touch with

Disability confident

As a member of the disability confident scheme, The Cabinet Office guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group.

If you qualify for the above, please notify us on .

We will be in touch to discuss your suitability and arrange your Guaranteed Interview.

Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.

In applying for this role, you acknowledge the following “this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different”.

Please be aware that this role can only be worked within the UK and not Overseas.