Hybrid Public Sector Service Desk Analyst (6m Contract)

eTeam; Telford; Hybrid; GBP 71,000 - 94,000; Full time

Job summary

eTeam is seeking a Service Analyst in Telford for a 6-month contract. The role focuses on service desk operations, script ownership, and coaching junior analysts to ensure high-quality customer support in a public sector context.

The position requires IT service management knowledge, data reporting, and stakeholder engagement to improve service delivery while supporting complex calls and customer needs.

Qualifications

• Experience in IT service management and service desk environments.
• Ability to produce and interpret reports.
• Strong stakeholder communication.
• Experience working at Civil Service EO/HEO level.

Responsibilities

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts and manage availability.
• Identify process optimisation opportunities and contribute to implementation.
• Resolve user requests and handle complex calls with high customer service levels.
• Produce relevant reports in an agreed timeframe and present findings to stakeholders.
• Own issues until resolution or escalation occurs and manage attribution.
• Engage with users to gather needs evidence and translate into outcomes.

Skills

Customer service

Call handling

Empathy

Data interpretation

Problem solving

Stakeholder engagement

Education

Level 3 service management framework qualification

Job description

eTeam is seeking a Service Analyst in Telford for a 6-month contract. The role focuses on service desk operations, script ownership, and coaching junior analysts to ensure high-quality customer support in a public sector context.

The position requires IT service management knowledge, data reporting, and stakeholder engagement to improve service delivery while supporting complex calls and customer needs.