IT Service Desk Analyst

IT Service Desk Analyst
6 Month Contract
Location: Sheffield OR Hull (Hybrid)
Pay Rate: 135 per day (Inside IR35)

Skills: Customer Service, IT Service Desk Experience, Windows O/S, MS Office

We are looking to recruit for an IT Service Desk Analyst for a leading public sector organisation. This is a hybrid role and you will be required to be office based 2 / 3 days a week in my client's office in Sheffield OR Hull.

This role has been deemed inside IR35 and if successful you will be required to work via an umbrella company.

Key Responsibilities:

• Act as the first point of contact for IT users, managing incidents, problems, queries, and requests primarily via telephone, as well as through self-service and email.
• Provide effective first-line fault resolution in line with ITIL best practices, ensuring timely recovery within Service Level Agreement (SLA) timeframes.
• Deliver exceptional customer service, ensuring user satisfaction and promoting a positive perception of the IT service.
• Liaise with IT specialists and escalate issues when necessary.
• Support the organisation's "shift-left" approach by providing first-contact/first-line resolution where possible.
• Maintain open communication between customers and the IT department, managing customer expectations effectively.

Essential Skills:

• Strong telephone manner and communication skills.
• Previous IT Service Desk experience.
• Excellent interpersonal and administrative skills.
• Strong fault diagnosis and questioning abilities.
• Basic understanding of IT/communications and telephony equipment.

Desirable Skills:

• ITIL Foundation certification.
• Experience with service management tools.
• Proficiency in Microsoft Office products.
• Proven experience in call handling.