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Service Desk Analyst

Job Description

Job Advert: Service Desk Analyst (Scale 5/6)

Location: Office-based in Northallerton
Contract Type: 6-month initial contract
Umbrella 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 NYP
    • Members 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 Today!

This 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