Senior Service Desk Analyst

London Fire Brigade, one of our largest public sector clients based in London, is looking to recruit a Senior Service Desk Analyst to join their team on a 3-month contract, with the possibility of further extensions. This is a full-time role, Monday to Friday, 35 hours per week. Due to the nature of the role, which involves supporting frontline staff at LFB, hybrid working arrangements are not available. The office is located near London Bridge/Southwark.

Pay rate: £23.85 per hour PAYE or £30.97 per hour Umbrella

Job Purpose:

The Service Desk Analyst will provide second-line support via the service desk, assisting a wide range of staff across the brigade. Responsibilities include diagnosing and resolving problems, and escalating incidents to third-line support when necessary.

Key Responsibilities:

• Provide second-line technical support to users by phone, email, and in person to determine the nature of any issues they encounter.
• Accurately log and process support calls, escalating to the appropriate team as needed.
• Ensure calls are acknowledged and resolved within agreed SLAs.
• Assist third-line support teams as required.
• Manage user and desktop account administration.
• Keep users informed about the progress of their calls and escalate to second/third-line support as necessary.
• Document processes and procedures for resolving incidents and fulfilling requests, adding them to the team's knowledge base.
• Provide on-site advice and support for the use of computer equipment, such as mobile phones and tablets.
• Create, review, and update documentation to assist with the resolution of incidents and the fulfilment of requests.
• Participate in local IT development groups and other meetings as requested.

Due to the nature of the role, applicants must have second-line support experience to be able to carry out the responsibilities effectively. If you possess the required experience and skill set, apply now for immediate consideration.