Job Description
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:
1. Provide a single point of contact for all ICT-related enquiries
2. Deliver telephone, live chat, desk-side, and self-service support
3. Undertake initial incident diagnosis and resolve where possible at first contact
4. Escalate complex issues to the 3rd line support team as appropriate
5. Monitor incidents to ensure resolution within SLA timescales
6. Install and configure desktop software
7. Administer ICT accounts in line with policy
8. Contribute to process improvements and documentation
9. Liaise with 3rd-party suppliers when needed
10. Support ongoing service development and uphold ITIL best practices
Essential Criteria:
11. Proven experience in a call centre or IT support environment
12. Working knowledge of Microsoft Windows and Microsoft Office products
13. Excellent verbal communication skills with confidence liaising at all levels
14. Strong literacy, analytical and problem-solving abilities
15. Understanding of ITIL and Service Desk Institute (SDI) best practice
Desirable:
16. ITIL v3 Foundation Certificate
17. SDI Service Desk Analyst Qualification
Additional Information:
18. Initially office-based for 3 months, with potential for hybrid working thereafter
19. This role supports both Norfolk and Suffolk Constabularies
How to Apply:
To express interest or find out more, contact Lewis Ashcroft at:
📩 lewis.ashcroft@servicecare.org.uk