IT Service Desk Analyst

Posted 14 June 2022
SalaryUp to £11.27 per hour
Job type Temporary
ContactMarlon Sorhaindo

Job description

Opus People Solutions on behalf of Cambridgeshire County Council are recruiting for an IT Service Desk Analyst to join their team on a temporary contract

Start Date:



6 Months

Working Location:


Working Hours:


Overall purpose of the role:

Provide the first point of contact for customers with technology issues, queries or requests, along with providing first line support which includes trouble shooting and resolving issues within their remit.

Main Responsibilities:

  • Provide first point of contact for all IT related issues and requests via multiple channels including phone, email, self-service and face to face ensuring all the relevant information (including customer details) is recorded on the appropriate systems.
  • Respond, troubleshoot and resolve incidents, queries and requests across the full range of supported services in accordance with agreed service standards and operating procedures in order to achieve satisfactory resolution of customer needs.
  • Identify and refer specialist and particularly complex incidents and requests to the appropriate support team or 3rd party contractor and liase on the progress through to resolution in order to ensure compliance with SLA targets.
  • Responsible for the ownership, tracking, management and escalation of all incidents and requests within your scope to ensure they are resolved within the appropriate SLA.
  • Play an active role in ensuring major incident calls are managed in line with the agreed major incident process by keeping senior members of the service desk informed of any developments that you become aware of.
  • Update and maintain the service desk knowledgebase when requested.
  • Contribute to the development of new support procedures in order to ensure the ongoing development, relevance and timeliness of the service.
  • Work as an effective team member assisting and supporting colleagues as appropriate and required.
  • Carry out adhoc service desk functions including basic user admin tasks, mobile phone support, VOIP requests and Facilities Management calls as and when required.

Qualifications/Experience Needed:

  • Good general education with GCSE in English and 1 other subject
  • Practical knowledge of Microsoft based operating systems
  • ITIL awareness and understanding
  • Some knowledge or experience of delivering support via telephone
  • A high standard of verbal and written communication skills and ability to explain technical issues to a non-technical audience
  • Ability to multi-task within a team environment
  • Ability to empathise with system users when problems occur
  • Able to work well under pressure and prioritise own workload