Service Desk Analyst

Company : Confidential

Job Description - Service Desk Analyst

Job Title: ICT Service Desk Analyst
Location: Jubilee House, Falconers Chase, Wymondham, Norfolk, NR18, Initially office-based for 3 months, with potential for hybrid working thereafter

Contract: Temporary, Full-Time
Hours: Monday – Friday, 08:00–17:00 (No weekends or bank holidays)
Rates: PAYE £15.36 per hour | Umbrella £19.57 per hour
About 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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Service Desk Analyst

Job Description - Service Desk Analyst

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