Service Desk Analyst

Service Desk Analyst 150 150 TCLRec
Service Desk Analyst
Contract / Temporary

N Yorkshire BL TCL 360490

Posted: 30th November 2023 16:41
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  • Pay Rate:

    up to £16.99 per hour PAYE depending on experience

  • Hours per Week:

    37 Monday – Friday, 08:30 - 17:00

  • This opening assignment is for 6 months


    DL6 1BF

What's involved with this role:

Temporary Service Desk Analyst

Reference no: N Yorkshire BL TCL 360490

Pay Rate: up to £16.99 per hour PAYE depending on experience

Rate is negotiable for the right candidates – please state pay expectation clearly on your CV

37 Monday – Friday, 08:30 - 17:00

This opening assignment is for 6 months


MV - Management Vetting

NB: Police Vacancy - only for candidates with a minimum of 5 years continuous UK address history. Please note that this vacancy is subject to a strict security vetting procedure.

Temp to Perm

The role is in a fairly rural location (Northallerton) with limited urban areas close by. Candidates might live in the Teesside, Ripon, Darlington Thirsk, Richmond areas.

To provide application support to teams across the North Yorkshire Police (NYP), North Yorkshire Fire and Rescue Services (NYFRS) and the Office of the Police, Fire and Crime Commissioner (OPFCC). You will work in a team of Service Desk Analysts to offer an effective and efficient service through incident management and request fulfilment to support our front-line services in protecting the public whilst assisting Police Officers and Fire Fighters in performing their critical duties

You will be a specialist in providing technical support to a wide team, resolving issues and providing solutions relating to ICT equipment, infrastructure and applications. You will play a vital role in contributing to the wider ICT department, identifying opportunities for improvement and efficiencies, whilst taking ownership of problems driving them through to resolution

Key responsibilities:

  • Providing technical support responding to enquires, evaluating, and resolving issues relating to ICT equipment, infrastructure and applications via phone, in person and self service.
  • Responsible for responding and raising ICT service management cases categorising against service level agreements and service reporting data ensuring quality content to support the wider ICT organisation.
  • As part of the Service Support Team provide input into the Service Delivery strategy and roadmap supporting the strategies of the OPFCC, NYP, NYFRS and Enable NY.
  • Support effective and positive engagement with stakeholders across the organisation providing feedback to line management to ensure the service desk activities meet current and future business needs. Identify and promote to line management any opportunities to innovate, advance and improve service transition lifecycle to support the business requirements of the OPFCC, NYP, NYFRS and Enable NY.
  • Participate in activities to support incident management and request fulfilment across the department to time and performance quality standards.
  • Provide support to line management on all aspects of incident management and request fulfilment management, including effective communication to end users including 3rd party providers.
  • Ensure that the service support manager is kept informed as to the current status of all service operation activities and any outstanding issues with incident and request fulfilment cases.
  • Contribute to the development and implementation of service support processes and compliance requirements.
  • To support line management when consulting with clients with respect to all service support activities.
  • Promote a culture of knowledge sharing within the ICT department to assist the service desk capability with first time fix

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

MV Clearance


  • Educated to higher education level in a relevant discipline or be able to demonstrate experience of working in an ICT service desk function within a busy multidisciplined ICT service.
  • ITIL Foundation


  • Knowledge of incident and request fulfilment processes with a good attention to detail.


  • Experience of public sector including procurement and ideally in an emergency services setting such as Police or Fire and Rescue Services

Skills & Abilities:

  • Problem solver with analytical skills in a highly technical customer focused service environment.
  • With good communication skills, you will be able to form effective working relationships at all levels, and the confidence to challenge a range of internal stakeholders relating to service support matters.
  • Able to communicate in the appropriate style and language with a wide range of contacts including:
    • All customers of the OPFCC, NYFRS and NYP
    • Members and staff of other Forces/ Partners and national ICT networks
    • Suppliers and Contractors
    • Members of the public


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: N Yorkshire BL TCL 360490
Service Desk Analyst
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: N Yorkshire BL TCL 360490
Service Desk Analyst
Client Category: Local Authority

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