Service desk analyst

RT Consulting have been delivering change and transformation to Government, Defence, Policing and national infrastructure for over 15 years. As a Silver ERS Armed Forces Covenant SME, we are continuing to expand our network of Service Management and IT Professionals to support key transformation programmes within secure and complex environments.

We are currently growing our consultant network to support a critical national policing capability, delivering around-the-clock operational support services. As a Service Desk Analyst, you will play a key role in the first-line technical support and service resolution process, helping maintain and support IT operations across a secure network.

Service Desk Analyst – Defence & Policing Programme

Location: On site - Near Birmingham airport

Active Clearance Required: DV cleared & NPPV3

Sector: Defence, Government, Policing

Duration: Ongoing Contract - initial 12 months

Day Rate: £250 per day Inside IR35 or up to £40,000pa.

Your Role

As a Service Desk Analyst, you will work as part of the Customer Service Centre (CSC) providing first-line support to a nationally distributed user base. Working on a 24/7/365 shift rota, you will:

• Deliver responsive IT support via telephone, email, and video conferencing
• Log, prioritise, and escalate incidents, service requests, problems and changes using ITSM tools
• Provide a high standard of customer service, ensuring consistent communication and accurate updates
• Diagnose issues and provide a first-line fix where possible before escalating
• Liaise with second-line support teams and third parties
• Maintain clear records of all support activity and service announcements
• Work 12-hour shifts as part of a rotating schedule (0700–1900 / 1900–0700)

Your Experience

Essential:

• Prior experience in a customer-facing service desk or technical support role
• Excellent telephone manner and written communication skills
• Reliable, punctual and able to work autonomously in a fast-paced environment

Desirable:

• ITIL Foundation Certificate (or working knowledge of ITIL principles)
• Familiarity with ITSM/call management systems
• Working knowledge of:
• Microsoft Office and Windows Operating Systems
• Microsoft Active Directory
• Cisco VoIP and Video Conferencing systems

Why Join RT Consulting?

Joining the RT Society means more than just project deployment. You become part of a community of experienced professionals. As a member, you will gain:

• Regular project opportunities aligned with your expertise
• A dedicated Relationship Manager to support your deployment and development
• Invitations to networking events and knowledge-sharing sessions
• Access to exclusive Defence, Government and Policing frameworks
• The opportunity to contribute to projects that make a genuine difference

RT Consulting are committed to inclusivity and equal opportunity. We value diversity across our network and encourage applicants from all backgrounds to apply.

Ready to join a consultancy with a mission to support national transformation programmes?

Apply today to become part of the RT Society and support our Policing & Defence engagements.