Service Desk Analyst

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

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.

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.

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