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
