ICT Service Desk Analyst
Norfolk & Suffolk Constabularies - Office Based (Initial 3 Months)
Location: Norfolk/Suffolk
Hours: Monday to Friday, 08:00 - 17:00 (No weekends or bank holidays)
Contract: Initial 3-month office-based term, with potential for hybrid working following review
We are seeking a motivated and customer-focused ICT Service Desk Analyst to join the fast-paced ICT Service Desk supporting both Norfolk and Suffolk Constabularies. This role involves handling a high volume of telephone calls, live chats, and self-service portal requests in a dynamic and essential public sector environment.
The successful candidate will be responsible for providing first-line support to internal staff, diagnosing and resolving ICT-related issues while maintaining high standards of customer service. A key part of the role involves ensuring all incidents and service requests are logged accurately and resolved in a timely manner using the Marval call logging system.
Key Responsibilities (not exhaustive):
* Serve as the primary point of contact for all ICT queries
* Perform initial incident diagnosis and resolve at first contact wherever possible, in accordance with service level agreements
* Reassign tickets to appropriate 3rd line support teams when required
* Monitor incident progression and escalate issues where SLA breach is anticipated
* Install and configure desktop software as needed
* Administer ICT user accounts in line with information security policies
* Assist in maintaining process documentation and service desk procedures
* Deliver high-quality technical and system support to end users
* Liaise with third-party suppliers when necessary
* Undertake additional duties as required, commensurate with the role and grade
Essential Criteria:
* Demonstrable literacy and analytical skills
* Previous experience in a customer service role, ideally within ICT or a call centre environment
* Proficient in Microsoft Office applications
* Solid experience within a Microsoft Windows software environment
* Strong verbal communication skills with the ability to engage confidently with staff at all levels
* Understanding of ITIL framework and Service Desk Institute best practice