Service Desk Analyst – ICT Services
What's involved with this role:
Temporary Service Desk Analyst – ICT Services
Job Ref: N Yorkshire BL TCL 364308Pay Rate: £14.40 per hour PAYE
Hours per week: 37 Monday – Thursday 8.30am to 5pm and Friday 8.30am to 4.30pm
Role Length: This opening assignment is for 4-6 months
City: Northallerton
Office based
NB: Police Vacancy - only for candidates with a minimum of 5 years continuous UK address history. Please note that this vacancy is subject to a strict security vetting procedure.
The purpose of the role is to provide response to managing incidents and service request supporting the ICT technology strategy and road map which is intrinsically linked to the organisational priorities of the OPFCC, NYP and NYFRS.
Key Responsibilities:
Key Responsibilities
Providing technical support responding to enquires, evaluating, and resolving issues relating to ICT equipment, infrastructure and applications via phone, in person and self service.Responsible for responding and raising ICT service management cases categorising against service level agreements and service reporting data ensuring quality content to support the wider ICT organisation.
As part of the Service Support Team provide input into the Service Delivery strategy and roadmap supporting the strategies of the OPFCC, NYP, NYFRS and Enable NY.
Support effective and positive engagement with stakeholders across the organisation providing feedback to line management to ensure the service desk activities meet current and future business needs. Identify and promote to line management any opportunities to innovate, advance and improve service transition lifecycle to support the business requirements of the OPFCC, NYP, NYFRS and Enable NY.
Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users including 3rd party providers.
Ensure that the service support manager is kept informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
Contribute to the development and implementation of service support processes and compliance requirements.
To support line management when consulting with clients with respect to all service support activities.
Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix.
Qualifications:
ITIL Foundation.Educated to higher education level in a relevant discipline or be able to demonstrate experience of working in an ICT service desk function within a busy multidisciplined ICT service.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.Knowledge of incident and request fulfilment processes with a good attention to detail.
Experience of working in an ICT service desk function in a highly technical customer focused environment.
Experience of public sector including procurement and ideally in an emergency services setting such as Police or Fire and Rescue Services.
Analytical skills in a highly technical customer focused service environment.
Good communication skills, you will be able to form effective working relationships at all levels, and the confidence to challenge a range of internal stakeholders relating to service support matters.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms.We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion.We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: N Yorkshire BL TCL 364308
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.