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