Modern Workplace - Service Desk AnalystLocation: ReadingRate: 240 Per Day Inside IR35Contract: Three - Six Months SC Clearance is essential. Applicants without live SC Clearance will not be progressed The Role I am working with a longstanding client with whom we have completed numerous contract and project assignments over the last three years. After 30 years in the sector they have carved out a fantastic reputation for quality and providing the very best service to their clients. They are now looking for a Service Desk Analyst to work with one of their clients on a contract basis. As previously stated, SC Clearance is essential for this role and I cannot accept any applications from candidates who do not have live SC Clearance. Responsibilities Resolve more complex incidents and requests across Windows, Microsoft 365, identity, access, applications, endpoints and common infrastructure dependencies.Act as a senior escalation point for Junior Analysts, supporting diagnosis, prioritisation, warm hand-off and user communication.Support shift control by monitoring queue health, ageing work, priority tickets, SLA risk and handover quality.Lead or support user-facing activity during priority and major incidents, following agreed escalation and communications procedures.Coach Junior Analysts in troubleshooting, ticket quality, knowledge use, security handling and customer communication.Create and improve knowledge articles and guided resolution paths so repeatable fixes move closer ..... full job details .....