Job Title: IT Helpdesk Analyst (SC Cleared)
Location: Glasgow

About the Role / Job Summary:
Morgan Hunt is partnering with a leading public sector organisation to recruit an IT Helpdesk Analyst to join an established IT service function supporting regulatory work across multiple UK offices.

This is a 3-month contract providing 1st and 2nd line support to end users, with hybrid working requiring a minimum of three days per week on-site at one of the office locations.

Candidates must hold active SC clearance and have worked within government in the last 12 months.

The role requires flexible shift coverage within a Monday–Friday 08:00–18:00 pattern and is available on a short notice start date in approximately two weeks.

Details

• 1 day per week in Glasgow
• £250 per day
• 3 month contract (initial)

Key Responsibilities:

• Deliver 1st and 2nd line IT support to end users via telephone, email, and ticketing system.
• Diagnose and resolve hardware faults for desktops, laptops, and peripherals, including repairs and replacements where appropriate.
• Troubleshoot software and system issues across Windows 10, Office 2016, and Office 365 applications.
• Manage personal ticket queue to SLA, prioritizing incidents and service requests.
• Perform user account administration in Active Directory and support Exchange mailbox configuration and troubleshooting.
• Maintain accurate incident records and update relevant knowledge base articles.
• Escalate complex issues to appropriate technical teams and follow through to resolution.
• Support endpoint configuration, imaging, and basic asset management tasks.
• Provide clear, professional user communication and maintain high customer service standards.
• Participate in rota-based shift coverage within the core working hours and assist with on-call or extended-hours support when required.

Qualifications:

• Active SC Clearance required and evidence of government engagement within the last 12 months.
• ITIL Foundation certification or equivalent service management training preferred.
• CompTIA A+ or equivalent hardware support certification desirable.

Education Requirements:

• Minimum of A-levels or equivalent vocational qualification. A degree in computing, information systems, or a related discipline is desirable but not essential.

Experience Requirements:

• Proven experience providing 1st and 2nd line support in a professional or public sector environment.
• Practical experience with Active Directory user and group management and Exchange services.
• Hands-on experience with Windows 10 administration and O365 user support.
• Experience diagnosing and repairing desktop and laptop hardware faults and supporting peripherals.
• Demonstrable time management and prioritization skills in a busy service desk environment.
• Experience working with IT ticketing systems and maintaining accurate records.

Candidates must hold active SC clearance and have worked within government in the last 12 months.