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 practices
- 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 practice
- ITIL v3 Foundation Certificate
- SDI Service Desk Analyst Qualification
- Initially office-based for 3 months, with potential for hybrid working thereafter
- This role supports both Norfolk and Suffolk Constabularies
To express interest or find out more, contact Lewis Ashcroft at:
📩 lewis.ashcroft@servicecare.org.uk
