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 

Key Responsibilities

• Provide first-line IT support and act as a single point of contact for incidents, service requests and 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, application and network-related incidents.
• Resolve technical issues where possible or provide appropriate workarounds and 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, ensuring appropriate escalation where required.
• Install and configure desktop software and support the safe use and maintenance of IT equipment.
• Administer IT accounts and system privileges in accordance with relevant security policies.
• Liaise with third-party suppliers where required to resolve technical faults.
• Maintain accurate records and contribute to Service Desk procedures, process documentation and 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.
• Previous experience in a customer service, IT Service Desk, call centre or 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, questioning and gathering relevant information to diagnose issues.
• Good problem-solving skills with a logical and structured approach.
• Ability to prioritise and organise workload in accordance with SLAs.
• 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.
• Previous experience working within an NHS or wider public-sector IT environment.
• Experience working within an ITIL-based Service Desk environment.