Service Desk, Request Management Analyst

New Exciting Opportunity Service Desk, Request Management Analyst- SC Cleared

Duration: Contract (6 Months+)

Location: Warrington, United Kingdom (5 Days Onsite)

IR35 Status: Inside IR35

Shift Pattern: Rotational 24x7(including nights and weekends)

The Role:

The IT Service Desk & Request Management Analyst will act as the first point of contact for technical support across designated user accounts. The role involves diagnosing, analysing, and resolving a wide range of IT issues across applications, computer systems, and end-user devices, ensuring timely resolution and high levels of customer satisfaction.

Essential Skills & Experience

• Active Security Clearance (SC) – Essential
• Proven experience in an IT Service Desk, Helpdesk, or Technical Support role
• Strong troubleshooting experience across hardware, software, and end-user devices
• Experience operating in a fast-paced, customer-facing support environment
• Excellent verbal and written communication skills
• Strong interpersonal skills with a customer-focused mindset
• Ability to multitask, manage time effectively, and work under pressure
• Strong problem-solving, analytical, and listening skills
• Willingness to work rotational shifts, including nights and weekends

Desirable Skills & Experience

• ITIL Foundation certification
• Experience using ITSM tools (e.g. ServiceNow, Remedy, Cherwell, ManageEngine)
• Working knowledge of Microsoft 365 (M365), Active Directory, Entra ID (Azure AD), and user administration
• Experience supporting infrastructure alerts and incident management processes
• Proactive approach to continuous learning and technical development