At a Glance
- Tasks: Provide top-notch IT support and resolve user queries in a dynamic public sector environment.
- Company: Join a reputable public sector programme with a focus on impactful service delivery.
- Benefits: Competitive daily rate, hybrid working, and opportunities for professional growth.
- Other info: Ideal for tech-savvy individuals who thrive in a collaborative, fast-paced setting.
- Why this job: Make a difference by supporting critical IT services and enhancing user experiences.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 68000 - 85000 £ per year.
An established public sector programme is seeking a Service Desk Analyst to join its Live Service function, supporting users across a complex, multi-department environment. The Service Desk Analyst will play a key role in maintaining critical IT services, ensuring users receive fast, effective and high-quality support across a modern and diverse technology estate.
The Service Desk Analyst role is ideal for someone who thrives in a user-facing environment, takes ownership of issues, and acts as a trusted first point of contact for technical support and service requests.
Responsibilities for the Service Desk Analyst:- Provide first and second line support for all IT queries, acting as the initial point of contact for a wide and varied user base
- Process incidents and service requests, ensuring all tickets are logged, prioritised and resolved within agreed SLAs
- Support users across laptop devices (Windows and macOS), smartphones (Android and iOS), VoIP systems and Google Cloud workplace tools
- Rotate between phone support, ticket resolution and Tech Hub-based user support, including hands-on device builds and troubleshooting
- Build, deploy, manage and asset-track all hardware devices across the estate
- Create, administer and maintain corporate accounts for joiners, movers and leavers
- Collaborate with colleagues across the technology function to deliver efficient, well-documented and continuously improving service processes
- Active SC clearance
- Experience working within a Service Desk or IT support environment
- Strong customer service orientation with the ability to communicate clearly and confidently
- Ability to take ownership of issues and drive them through to resolution
- Comfortable explaining technical concepts to both technical and non-technical audiences
- Strong problem-solving and troubleshooting capability
- ITIL qualification or experience in an ITIL-aligned environment
- Experience or knowledge of Google Workspace
- Experience or knowledge of macOS
If you are an experienced Service Desk Analyst looking for a contract supporting a meaningful public sector mission, please apply in the immediate instance.
Hybrid Public Sector Service Desk Analyst in Norwich employer: Involved Solutions
Join a dynamic public sector programme as a Hybrid Public Sector Service Desk Analyst, where you will be part of a collaborative team dedicated to delivering high-quality IT support across a diverse technology landscape. Enjoy the flexibility of a hybrid working model in Norwich, with opportunities for professional growth and development while contributing to meaningful projects that impact the community. Our supportive work culture prioritises employee well-being and fosters a sense of ownership and pride in your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Public Sector Service Desk Analyst in Norwich
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and the role thoroughly. Be ready to discuss how your skills align with their needs, especially in a user-facing environment like the one we're hiring for.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled IT issues in the past. This will demonstrate your ability to take ownership and drive resolutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Hybrid Public Sector Service Desk Analyst in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in IT support and customer service. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've tackled IT issues and supported users in the past. Let us see your personality and passion for the role!
Show Off Your Skills:Don’t forget to mention any relevant qualifications, like ITIL or experience with Google Workspace. We want to know how you can hit the ground running in our hybrid environment.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Involved Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of both Windows and macOS systems, as well as Google Workspace tools. Be ready to discuss how you've supported users in the past and any troubleshooting techniques you've used.
✨Show Off Your Customer Service Skills
This role is all about user interaction, so be prepared to demonstrate your strong customer service orientation. Think of examples where you've effectively communicated with users, resolved their issues, and ensured they felt supported.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations. For instance, how would you handle a frustrated user? Practise articulating your thought process and problem-solving skills clearly, as this will show your ability to take ownership of issues.
✨Highlight Your Teamwork Experience
Collaboration is key in this role, so think of times when you've worked with colleagues to improve service processes. Share specific examples that showcase your ability to work well in a team and contribute to a positive work environment.
