Service Desk Analyst - month FTC

As an ICT Service Desk Analyst, you will play a key role within the Service Delivery team, providing support for managing incidents and service requests in alignment with the ICT technology strategy and roadmap, which is closely tied to organizational priorities.

You will collaborate with a team of Service Desk Analysts to deliver effective incident management and request fulfillment while maintaining service stability, working closely with the broader ICT team.

Your work will ensure that all service delivery components of the service catalogue meet key performance indicators and adhere to established processes and policies.

Additionally, you will contribute to tasks outside the service catalogue, including supporting projects and commissioned work as assigned by your line manager. This may involve fieldwork and occasional out-of-hours duties.

You will foster a positive and inclusive team culture that reflects the vision of a unified ICT service, delivering high-quality support to service users.

• Respond to and resolve ICT issues via phone, in person, or self-service.
• Manage and categorize service cases, ensuring accuracy and adherence to service level agreements.
• Contribute to the Service Delivery strategy and align with organizational priorities.
• Engage with stakeholders and provide feedback to improve service desk activities.
• Identify opportunities for innovation and process improvement.
• Support incident management and request fulfillment within agreed timelines.
• Communicate effectively with end users and third-party providers.
• Keep management updated on service operations and unresolved issues.
• Assist in developing and implementing service support processes.
• Support line management in consulting with clients on service activities.

• Higher education qualification in a relevant field or experience in a busy ICT service desk role.
• Knowledge of incident and request fulfillment processes with strong attention to detail.
• Analytical and problem-solving skills in a technical, customer-focused environment.
• Excellent communication skills, with the ability to build relationships and challenge stakeholders when needed.
• Adaptable communication style for diverse audiences, including staff, partners, suppliers, and the public.
• Public sector experience, ideally within emergency services or procurement.
• ITIL Foundation qualification or equivalent service desk experience in a regulated environment.