IT Service Desk Analyst

IT Service Desk AnalystLocation: NorwichContract Type: TemporaryHourly Rate: £17.21 p/h, paid to UmbrellaContract Length: 3 months initially Working Pattern: Full Time, 37.5 hours per weekOur client, a reputable organisation within the public services sector, is seeking a dedicated IT Service Desk Analyst to join their Digital Services team. This is an excellent opportunity for individuals looking to contribute to a customer-focused environment while providing essential IT support.Key Responsibilities:Serve as the primary point of contact for IT-related incidents, service requests, and queries, catering to both clinical and corporate customers.Collaborate effectively with the Service Desk team to act as an interface between the business and support teams, ensuring a seamless service experience.Support over 3,000 customers and manage a significant volume of technical hardware, achieving a first-time fix rate for approximately 4,500 calls each month.Accurately detect, record, classify, and prioritise all IT incidents and tasks in accordance with established Service Desk standards.Investigate and diagnose incidents via first-line telephony support, providing effective resolutions for hardware, software, application, and network issues.Maintain data quality and integrity within the Digital Services call management system, ensuring all IT incidents and requests are documented appropriately.Liaise with third-party suppliers to resolve faults or implement identified workarounds on ..... full job details .....