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ICT Service Desk AnalystNorfolk & Suffolk Constabularies - Office Based (Initial 3 Months)Location: Norfolk/SuffolkHours: Monday to Friday, 08:00 - 17:00 (No weekends or bank holidays)Contract: Initial 3-month office-based term, with potential for hybrid working following review
We are seeking a motivated and customer-focused ICT Service Desk Analyst to join the fast-paced ICT Service Desk supporting both Norfolk and Suffolk Constabularies. This role involves handling a high volume of telephone calls, live chats, and self-service portal requests in a dynamic and essential public sector environment.
The successful candidate will be responsible for providing first-line support to internal staff, diagnosing and resolving ICT-related issues while maintaining high standards of customer service. A key part of the role involves ensuring all incidents and service requests are logged accurately and resolved in a timely manner using the Marval call logging system.
Key Responsibilities (not exhaustive):-
Serve as the primary point of contact for all ICT queries
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Perform initial incident diagnosis and resolve at first contact wherever possible, in accordance with service level agreements
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Reassign tickets to appropriate 3rd line support teams when required
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Monitor incident progression and escalate issues where SLA breach is anticipated
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Install and configure desktop software as needed
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Administer ICT user accounts in line with information security policies
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Assist in maintaining process documentation and service desk procedures
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Deliver high-quality technical and system support to end users
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Liaise with third-party suppliers when necessary
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Undertake additional duties as required, commensurate with the role and grade
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Demonstrable literacy and analytical skills
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Previous experience in a customer service role, ideally within ICT or a call centre environment
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Proficient in Microsoft Office applications
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Solid experience within a Microsoft Windows software environment
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Strong verbal communication skills with the ability to engage confidently with staff at all levels
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Understanding of ITIL framework and Service Desk Institute best practice
