Job Description

Job Title: ICT Service Desk Analyst

Location: Jubilee House, Falconers Chase, Wymondham, Norfolk, NR18, Initially office-based for 3 months, with potential for hybrid working thereafter

Contract: Temporary, Full-Time

Hours: Monday – Friday, 08:00–17:00 (No weekends or bank holidays)

Rates: PAYE £15.36 per hour | Umbrella £19.57 per hour

About the Role:

Service Care Solutions are recruiting on behalf of Norfolk & Suffolk Constabularies for an experienced and motivated ICT Service Desk Analyst. This is an exciting opportunity to join a busy service desk team, providing essential first-line support across a dynamic policing environment.

Key Responsibilities:

Provide a single point of contact for all ICT-related enquiries

Deliver telephone, live chat, desk-side, and self-service support

Undertake initial incident diagnosis and resolve where possible at first contact

Escalate complex issues to the 3rd line support team as appropriate

Monitor incidents to ensure resolution within SLA timescales

Install and configure desktop software

Administer ICT accounts in line with policy

Contribute to process improvements and documentation

Liaise with 3rd-party suppliers when needed

Support ongoing service development and uphold ITIL best practicesEssential Criteria:

Proven experience in a call centre or IT support environment

Working knowledge of Microsoft Windows and Microsoft Office products

Excellent verbal communication skills with confidence liaising at all levels

Strong literacy, analytical and problem-solving abilities

Understanding of ITIL and Service Desk Institute (SDI) best practiceDesirable:

ITIL v3 Foundation Certificate

SDI Service Desk Analyst QualificationAdditional Information:

Initially office-based for 3 months, with potential for hybrid working thereafter

This role supports both Norfolk and Suffolk ConstabulariesHow to Apply:

To express interest or find out more, contact Lewis Ashcroft at:

📩 (url removed)