SC Cleared Service Desk Analyst
Service Desk Analyst (Out of Hours)
Location: Remote
Hours: 7:00 PM - 7:00 AM OR 7:00 AM - 7:00PM
Shift Pattern: 4 On/4 Off
Security Clearance: Active SC Clearance Required
Contract Type: 3 Month initial Contract
Overview
We are seeking a Service Desk Analyst to join our out-of-hours support team, providing 1st Line IT support. This is a remote position operating on a 4 on, 4 off shift pattern, working day shift or night shift. The successful candidate will be responsible for monitoring, managing, and resolving IT incidents and service requests while ensuring high levels of customer service and adherence to agreed SLAs. Due to the nature of the environment, candidates must hold active SC (Security Check) Clearance.
Key Responsibilities
- Provide 1st line technical support via phone, email, and ticketing systems.
- Log, categorise, prioritise, and resolve incidents and service requests in line with SLA targets.
- Act as the first point of escalation for technical issues during out-of-hours operations.
- Monitor system alerts and proactively investigate issues affecting business-critical services.
- Perform routine health checks and system monitoring activities.
- Escalate unresolved incidents to relevant support teams and vendors.
- Maintain accurate ticket updates and technical documentation.
If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion. At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'.
We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.