Service Desk Analyst

London Fire Brigade is seeking to recruit a Service Desk Analysts to join their team on a 3-month contract, with the possibility of further extensions. This full-time role requires working 35 hours per week, Monday to Friday. Due to the nature of the role, which involves supporting office-based frontline staff, hybrid working arrangements are not available. The office is conveniently located within walking distance of London Bridge and Southwark stations.

Pay rate: £20.07 per hour PAYE or £25.50 per hour Umbrella

Job Purpose:

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

Key Responsibilities:

• Provide first-line technical support to users via phone, email, and in person, identifying the nature of any issues encountered.
• Accurately log and process support calls, escalating to the appropriate team as needed.
• Ensure calls are acknowledged and resolved within agreed SLAs.
• Assist second-line support teams as required.
• Manage user and desktop account administration.
• Keep users informed of the progress of their calls, escalating 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.
• Offer on-site advice and support for the use of computer equipment, including mobile phones and tablets.
• Create, review, and update documentation to assist with incident resolution and request fulfilment.
• Participate in local IT development groups and other meetings as requested.

Applicants must have experience in first-line IT desk support to be considered for this role. If you possess the required experience and skill set, apply now for immediate consideration.