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:
lewis.ashcroft@servicecare.org.uk #J-18808-Ljbffr