Service Desk Analyst - Harrogate
Job Advert: Service Desk Analyst Scale 5/6
Location: Office-based in NorthallertonContract Type: 6-month initial contractUmbrella Rate: £19.Job Advert: Service Desk Analyst Scale 5/6Location: Office-based in NorthallertonContract Type: 6-month initial contractUmbrella Rate: £19.52 per hour
Key Responsibilities
As a Service Desk Analyst, you will:
Provide technical support by responding to inquiries, evaluating, and resolving issues related to ICT equipment, infrastructure, and applications via phone, in-person, or self-service platforms.Manage and categorise ICT service management cases, ensuring compliance with service level agreements SLAs and accurate service reporting data.
Support the Service Delivery strategy and roadmap, aligning with the goals of OPFCC, NYP, NYFRS, and Enable NY.
Engage with stakeholders across the organisation, providing feedback to ensure service desk activities meet evolving business needs while identifying and promoting opportunities for innovation.
Participate in incident management and request fulfilment activities, ensuring timely resolutions aligned with quality standards.
Assist in all aspects of incident and request fulfilment management, maintaining effective communication with end users and third-party providers.
Keep the Service Support Manager informed about service operation activities, outstanding issues, and progress of incident/request fulfilment cases.
Contribute to the development and implementation of service support processes and compliance initiatives.
Promote a culture of knowledge sharing within the ICT department, enabling a first-time fix capability and supporting the knowledge library.
Actively participate in meetings, training, and seminars to support service improvement initiatives.
Requirements
To excel in this role, you should have:
Higher education qualification in a relevant discipline or demonstrated experience in an ICT service desk function within a dynamic, multidisciplinary environment.Knowledge of incident and request fulfilment processes, with keen attention to detail.
Problem-solving skills with a strong analytical mindset, tailored to a technical, customer-focused service environment.
Strong communication skills, with the ability to build effective working relationships at all levels and confidently challenge stakeholders on service support matters.
The ability to communicate effectively with:
Customers of the OPFCC, NYFRS, and NYPMembers and staff of other forces, partners, and national ICT networks
Suppliers, contractors, and members of the public
Experience in the public sector, ideally within emergency services e.g., Police or Fire and Rescue Services.ITIL Foundation certification or equivalent experience working in a service desk function within a regulated environment.
Apply TodayThis is an excellent opportunity to join a fast-paced environment, contributing to vital public service functions and making a real impact. If you meet the above criteria, we want to hear from you
For more information or to apply, please email lewis.ashcroft@servicecare.org.uk or call 01772 208962