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- Tasks: Provide top-notch IT support and resolve user queries in a dynamic environment.
- Company: Join a respected public sector programme making a real difference.
- Benefits: Earn up to £340/day with hybrid working and a contract until 2026.
- Why this job: Be the go-to tech hero, helping users thrive with modern technology.
- Qualifications: Experience in IT support and strong customer service skills required.
- Other info: Great opportunity for career growth in a collaborative team.
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.
Service Desk Analyst - £340/day Inside IR35 - Hybrid - Norwich employer: Involved Solutions
Contact Detail:
Involved Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - £340/day Inside IR35 - Hybrid - Norwich
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Analyst gig.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. We recommend practising common questions and even role-playing with a friend to boost your confidence before you step into that interview room.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve taken ownership of an issue and resolved it effectively. We want to see how you handle pressure and keep users happy!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing familiar faces in our candidate pool!
We think you need these skills to ace Service Desk Analyst - £340/day Inside IR35 - Hybrid - Norwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience in IT support and customer service, and don’t forget to mention any relevant skills like troubleshooting and problem-solving. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've successfully supported users in the past and how you take ownership of issues. Let us know why you’re excited about joining StudySmarter!
Show Off Your Technical Skills: In your application, be sure to showcase your technical skills, especially with Windows, macOS, and Google Workspace. Mention any ITIL experience if you have it, as it’s a big plus for us. We love candidates who can communicate technical concepts clearly to all users!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy – just a few clicks and you’re done!
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. Be ready to discuss how you've supported users in the past and any troubleshooting techniques you've used. This will show that you're not just familiar with the tech, but that you can handle real-world issues.
✨Show Off Your Customer Service Skills
Since this role is all about user support, be prepared to share examples of how you've provided excellent customer service. Think of specific situations where you resolved a user's issue or went above and beyond to help them. This will demonstrate your strong customer service orientation.
✨Practice Problem-Solving Scenarios
Anticipate some common IT issues that might come up during the interview and think through how you would resolve them. You might even want to role-play these scenarios with a friend. This will help you articulate your thought process clearly during the interview.
✨Understand the Public Sector Context
Familiarise yourself with the public sector environment and the importance of maintaining critical IT services. Being able to speak to how your role as a Service Desk Analyst contributes to a larger mission will set you apart from other candidates.
