Service Desk Analyst

About Us We are a technology solutions provider specialising in the public sector. Our mission is to help government organisations become truly data-driven by transforming their digital services, streamlining operational processes, improving citizen outcomes, and enhancing transparency across public services. We work closely with government bodies to design and deliver modern, secure, and scalable digital solutions that have real-world impact. The Role We are looking to engage a Service Desk Analyst on a contract basis to provide operational support for a live data product, specifically providing support for our central government client. You will act as the first point of contact for users of the data platform, managing incidents, service requests, and access queries. You will support the stability, performance, and availability of the product while working closely with data engineers, developers, and platform teams to resolve issues. You will operate within an ITIL-aligned service management framework and ensure support processes meet government standards for security and service reliability. Key Responsibilities • Provide 1st and 2nd line support to users • Log, triage, and resolve incidents and service requests • Support users with data access, permissions, and role-based controls • Troubleshoot issues related to data pipelines, dashboards, and integration • Monitor system alerts and escalate issues to engineering teams where required • Maintain accurate documentation within the service management system • Support release and change management activities • Contribute to continuous service improvement Essential Skills & Experience You must have demonstrable, hands-on experience of: • Providing 1st and 2nd line support in a technical or data-focused environment • Working within an ITIL-based service management framework • Supporting cloud-hosted platforms • Managing user access and permissions • Using service desk ticketing systems • Supporting reporting tools or dashboards Desirable Skills/Experience • Familiarity with AWS services such as Redshift, Lambda, Athena, CloudWatch, and S3 • Basic understanding of SQL for investigation and data validation • Experience supporting data pipelines, ETL/ELT processes, or cloud-based reporting tools • Exposure to monitoring tools such as Grafana, Kibana, or CloudWatch • Experience working in secure or compliance-focused environments (public sector, finance, defence) Additional Requirements • Experience supporting data platforms or analytics products • Strong communication skills with both technical and non-technical stakeholders • Ability to prioritise workload and meet SLAs in a live service environment • Must qualify for UK Security Clearance (SC) (essential) • Ability to work independently in a remote environment What We Offer • Outside IR35 contract • Fully remote working (UK-based) • Opportunity to work on meaningful public sector digital services • Start ASAP (subject to onboarding process)