Role: Service Desk Analyst REF (phone number removed)
Contract Length: 6 months  - Temp to Perm opportunity
Location: Northallerton
IR35: Inside
Pay Rate to Intermediary: £18.64 – £21.99 per hour

Spinwell is recruiting for a Service Desk Analyst for an excellent opportunity within the public sector.
 

RESPONSIBILITIES OF THE SERVICE DESK ANALYST

• 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.
• Attend and actively participate in meetings, events, seminars, and training regarding service support services.
• Contribute and promote knowledge library ensuring all submissions follow policy and process with attention to detail when documenting creating knowledge articles.

SKILLS/EXPERIENCE OF THE SERVICE DESK ANALYST

• To succeed in this role, you will be 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.
• You will have a knowledge of incident and request fulfilment processes with a good attention to detail.
• You will be a problem solver with analytical skills in a highly technical customer focused service environment.
• With 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.
• You will be able to communicate in the appropriate style and language with a wide range of contacts including:
  • All customers of the OPFCC, NYFRS and NYP
  • Members and staff of other Forces/ Partners and national ICT networks
  • Suppliers and Contractors
  • Members of the public
• You will have experience of public sector including procurement and ideally in an emergency services setting such as Police or Fire and Rescue Services
• You will hold one of the following qualifications or have experience of working in a Service Desk function in a regulated environment
  • ITIL Foundation

If you are a Service Desk Analyst, apply now or send your CV to Spinwell!

We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us