ICT Service Desk Analyst

ICT Service Desk Analyst
Norfolk & Suffolk Constabularies - Office Based (Initial 3 Months)
Location: Norfolk/Suffolk
Hours: 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.

• Serve as the primary point of contact for all ICT queries

• Perform initial incident diagnosis and resolve at first contact wherever possible, in accordance with service level agreements

• Reassign tickets to appropriate 3rd line support teams when required

• Monitor incident progression and escalate issues where SLA breach is anticipated

• Install and configure desktop software as needed

• Administer ICT user accounts in line with information security policies

• Assist in maintaining process documentation and service desk procedures

• Deliver high-quality technical and system support to end users

• Liaise with third-party suppliers when necessary

• Undertake additional duties as required, commensurate with the role and grade

• Demonstrable literacy and analytical skills

• Previous experience in a customer service role, ideally within ICT or a call centre environment

• Proficient in Microsoft Office applications

• Solid experience within a Microsoft Windows software environment

• Strong verbal communication skills with the ability to engage confidently with staff at all levels

• Understanding of ITIL framework and Service Desk Institute best practice