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Service Desk Analyst

Service Desk Analyst

Service Care Solutions - Social Work

Posted 12 hours ago, valid for a day

Dereham, Norfolk NR20 3PG, England

Full Time

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Sonic Summary

The ICT Service Desk Analyst position is located at Jubilee House in Wymondham, Norfolk, and is initially office-based for three months with potential for hybrid working thereafter.
This temporary, full-time role offers a pay rate of £15.36 per hour via PAYE or £19.57 per hour through an umbrella company.
Candidates are required to have proven experience in a call center or IT support environment, along with a working knowledge of Microsoft Windows and Office products.
Key responsibilities include providing first-line support, diagnosing incidents, and escalating complex issues to the 3rd line support team as necessary.
The ideal candidate should possess strong communication skills and an understanding of ITIL best practices, with relevant qualifications being desirable.

Job Title: ICT Service Desk AnalystLocation: Jubilee House, Falconers Chase, Wymondham, Norfolk, NR18, Initially office-based for 3 months, with potential for hybrid working thereafterContract: Temporary, Full-TimeHours: Monday – Friday, 08:00–17:00 (No weekends or bank holidays)Rates: PAYE £15.36 per hour | Umbrella £19.57 per hourAbout the Role:Service Care Solutions are recruiting on behalf of Norfolk & Suffolk Constabularies for an experienced and motivated ICT Service Desk Analyst. This is an exciting opportunity to join a busy service desk team, providing essential first-line support across a dynamic policing environment.Key Responsibilities:

Provide a single point of contact for all ICT-related enquiries
Deliver telephone, live chat, desk-side, and self-service support
Undertake initial incident diagnosis and resolve where possible at first contact
Escalate complex issues to the 3rd line support team as appropriate
Monitor incidents to ensure resolution within SLA timescales
Install and configure desktop software
Administer ICT accounts in line with policy
Contribute to process improvements and documentation
Liaise with 3rd-party suppliers when needed
Support ongoing service development and uphold ITIL best practices

Essential Criteria:

Proven experience in a call centre or IT support environment
Working knowledge of Microsoft Windows and Microsoft Office products
Excellent verbal communication skills with confidence liaising at all levels
Strong literacy, analytical and problem-solving abilities
Understanding of ITIL and Service Desk Institute (SDI) best practice

Desirable:

ITIL v3 Foundation Certificate
SDI Service Desk Analyst Qualification

Additional Information:

Initially office-based for 3 months, with potential for hybrid working thereafter
This role supports both Norfolk and Suffolk Constabularies

How to Apply:To express interest or find out more, contact Lewis Ashcroft at:?? .uk

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