IT Service Desk Analyst

IT Service Desk Analyst

Location: Norwich
Contract Type: Temporary
Hourly Rate: 17.21 p/h, paid to Umbrella
Contract Length: 3 months intially
Working Pattern: Full Time, 37.5 hours per week

Our client, a reputable organisation within the public services sector, is seeking a dedicated IT Service Desk Analyst to join their Digital Services team. This is an excellent opportunity for individuals looking to contribute to a customer-focused environment while providing essential IT support.

Key Responsibilities:

• Serve as the primary point of contact for IT-related incidents, service requests, and queries, catering to both clinical and corporate customers.
• Collaborate effectively with the Service Desk team to act as an interface between the business and support teams, ensuring a seamless service experience.
• Support over 3,000 customers and manage a significant volume of technical hardware, achieving a first-time fix rate for approximately 4,500 calls each month.
• Accurately detect, record, classify, and prioritise all IT incidents and tasks in accordance with established Service Desk standards.
• Investigate and diagnose incidents via first-line telephony support, providing effective resolutions for hardware, software, application, and network issues.
• Maintain data quality and integrity within the Digital Services call management system, ensuring all IT incidents and requests are documented appropriately.
• Liaise with third-party suppliers to resolve faults or implement identified workarounds on tailored or national systems.
• Provide training and technical advice for "how to" queries from customers, enhancing their understanding and use of IT services.
• Continuously monitor and track incidents, escalating issues as necessary to ensure compliance with Service Level Agreements.

Qualifications and Experience:

• Essential: BTEC, Diploma, or equivalent qualification.
• Proven experience in a customer service environment, delivering exceptional customer-focused service, managing expectations, and resolving conflicts.
• Working knowledge of Microsoft Office 365 and Windows Operating Systems (10/11).
• Experience in a call centre, IT department, or Service Desk environment, demonstrating effective call handling and customer communication skills.
• Desirable: Service Desk Institute Analyst certification or equivalent, ITIL Service Management foundation certification.

Skills and Attributes:

• Public Sector experience advantageous
• Strong problem-solving skills with a logical approach to troubleshooting.
• Excellent communication abilities, both verbal and written, with the capacity to adjust the communication style according to the audience's technical level.
• Good keyboard skills, attention to detail, and the ability to prioritise workloads in line with Service Level Agreements.
• A self-motivated, flexible individual with a positive attitude and a commitment to maintaining high standards of service.

Application Process:

Interested candidates are encouraged to apply promptly, as this role presents a fantastic opportunity to join a forward-thinking organisation committed to delivering quality services within the public sector.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.