Service Desk Analyst

Our client is seeking a Service Desk Analyst to operate within a secure and dynamic environment at the centre of government service delivery. The role acts as the first point of contact for users on the Official platform, providing both 1st and 2nd line IT support across a broad set of devices and technologies.

The position requires supporting a range of hardware and software, including Windows and MacOS laptops, Android and iOS smartphones, VoIP systems, Google Cloud services, and several specialist applications. The successful candidate will bring strong customer service skills, a proactive approach to problem-solving, and the ability to work efficiently in a fast-paced IT support environment.

Location: Norwich 2 days per week onsite (Mondays & Wednesdays)
Working Pattern: Shift patterns between 7:00am 10:30pm Must live close to Norwich

Key Responsibilities

As a Service Desk Analyst, you will:

• Act as the face of Live Service, delivering 1st and 2nd line IT support to a diverse user base.

• Provide support for laptops, mobile devices, VoIP systems, specialist applications, and cloud-based services.

• Process and fulfil service requests efficiently and to agreed SLAs.

• Rotate between phone-based support, IT portal ticket handling, user-facing assistance at Tech Hubs, and device build/configuration work.

• Build, manage, support, asset track, and maintain all associated hardware devices.

• Log, track, prioritise and resolve incidents and service requests within defined timescales.

• Create, administer and maintain corporate accounts for joiners, leavers and movers.

• Work collaboratively across the Technology pillar and wider IT teams to ensure smooth and efficient delivery of support processes.

• Contribute to continuous improvement by reviewing, refining and updating internal procedures.

Essential Skills & Experience

Candidates must have:

• Demonstrable experience working in a Service Desk / IT support environment

• Competence across both 1st and 2nd line support functions

• A strong customer service ethos and professional manner

• Excellent problem-solving skills with the ability to take ownership of issues

• Ability to communicate technical information clearly to both technical and non-technical users

• Confidence working with new and emerging technologies

• Strong organisational and workload management skills

Desirable Skills & Experience

• ITIL accreditation or experience working within an ITIL-aligned environment

• Knowledge or experience of Google Workspace

• Knowledge or experience of MacOS