Service Desk Analyst in Norwich - Randstad Technologies

Are you a customer-focused IT professional looking to make a real impact? We are looking for an IT Service Desk Analyst to join our busy Digital Services team.

In this role, you will serve as the single point of contact for technical support across both clinical and corporate teams. Supporting over 3,000 users, you'll handle everything from logging requests to delivering first-time fixes for hardware, software, and network issues.

Key Responsibilities

• First-Line Support: Provide clear, friendly telephone and digital support to diagnose and resolve technical incidents.
• Incident Management: Accurately record, classify, prioritize, and monitor tickets within our IT service management system in line with SLAs.
• System Administration: Manage user accounts, system permissions, and desktop software installations.
• Customer Care: Translate complex technical issues into simple, clear language for users of all technical backgrounds.

Essential Criteria:

• Qualifications: BTEC, Level 3/4 Diploma in IT, or equivalent experience.
• Technical Knowledge: Hands-on experience with Windows 10/11 and Microsoft 365.
• Experience: Background in a customer service, call center, or IT service desk environment.
• Skills: Excellent communication, logical problem-solving, and the ability to stay calm under pressure.

Desirable Criteria:

• ITIL Foundation or Service Desk Institute (SDI) certification.
• Previous experience supporting IT within the NHS or public sector.

Randstad Technologies is acting as an Employment Business in relation to this vacancy.