Service Desk Analyst

TL;DR

Service Desk Analyst: Providing operational support for a live data product and central government client with an accent on managing incidents, service requests, and access queries. Focus on troubleshooting data pipelines, dashboards, and integrations while maintaining documentation and supporting release management activities.

Location: UK Remote

Salary: day rate - negotiable

Company

We are a technology solutions provider specialising in the public sector, helping government organisations become truly data-driven.

What you will do

• 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.
• Contribute to continuous service improvement.

Requirements

• 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.
• Must qualify for UK Security Clearance (SC).
• Ability to work independently in a remote environment.

Nice to have

• 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).

Culture & Benefits

• Outside IR35 contract.
• Fully remote working (UK-based).
• Opportunity to work on meaningful public sector digital services.
• Start ASAP (subject to onboarding process).