Service Desk Analyst 

Location: Norfolk

Pay Rate: £14.24 
Start Date: ASAP 
Duration: 3 months 
Working Pattern: Monday–Friday, 37.5 hours per week 
Shift Times: Between 08:00–18:00

Band: 4

Role Summary

We are currently recruiting for a Service Desk Analysts to provide first-line IT support to clinical and corporate users. The successful candidates will act as a key point of contact for IT incidents, service requests and technical queries, providing a professional, customer-focused service and resolving issues wherever possible at first contact.

Key Responsibilities

• Provide first-line IT support and act as a single point of contact for incidents, servicerequestsand technical queries.
• Log, record, classify and prioritise IT incidents and requests accurately in line with Service Desk standards and SLAs.
• Investigate and diagnose hardware, software,applicationand network-related incidents.
• Resolve technical issues where possible or provideappropriate workaroundsand escalate more complex issues to specialist support teams.
• Provide telephone-based technical support and guide users through solutions in a clear and accessible manner.
• Monitor and track incidents, ensuringappropriate escalationwhererequired.
• Install and configure desktop software and support the safe use and maintenance of IT equipment.
• Administer IT accounts and system privilegesin accordance withrelevant security policies.
• Liaise with third-party suppliers whererequiredto resolve technical faults.
• Maintainaccuraterecords and contribute to Service Desk procedures, processdocumentationand continuous improvement.
• Provide technical advice and "how-to" guidance to users.
• Work collaboratively with colleagues to support knowledge sharing and peer training.

Essential Skills & Experience

• BTEC, Diploma or equivalent qualification.
• Previousexperience in a customer service, IT Service Desk, callcentreor IT support environment.
• Experience providing customer-focused technical support and managing customer expectations.
• Working knowledge of Microsoft Office 365.
• Working knowledge of Windows 10/11.
• Experience of effective call handling,questioningand gathering relevant information to diagnose issues.
• Good problem-solving skills with a logical and structured approach.
• Ability to prioritise and organise workloadin accordance withSLAs.
• Excellent verbal and written communication skills.
• Strong attention to detail and good keyboard/IT skills.
• Ability to remain professional and calm when dealing with challenging customers.
• Ability to work effectively as part of a team.

Desirable

• Service Desk Institute Analyst certification or equivalent.
• ITIL Foundation certification or equivalent knowledge.
• Previousexperience working within an NHS or wider public-sector IT environment.
• Experience working within an ITIL-based Service Desk environment.