Service Desk Analyst

Job Title: Service Desk Analyst

Location: Police Headquarters, Northallerton

Contract: 6-Month Temporary Contract

Pay Rate: £19.52 per hour (Umbrella)

Hours: Full-Time

About the Role:

Service Care Solutions are currently recruiting on behalf of EnableNY for a Service Desk Analyst (Scale 5/6) to join their ICT Service Delivery team at North Yorkshire Police Headquarters. This is a key opportunity to support police and fire collaboration across North Yorkshire Police, North Yorkshire Fire and Rescue Service, and the Office of the Police, Fire and Crime Commissioner (OPFCC).

You will be part of a fast-paced ICT team, supporting frontline services through the delivery of technical support and resolution of ICT service requests and incidents.

Key Responsibilities:

1. Provide first-line technical support for ICT hardware, applications, and infrastructure via phone, in-person, or self-service.
2. Log and categorise service management cases in line with SLA and quality standards.
3. Assist with incident and request fulfilment, escalating as required.
4. Contribute to service delivery strategy, continuous improvement, and knowledge sharing.
5. Liaise with stakeholders across NYP, NYFRS, OPFCC, and third-party suppliers.
6. Maintain accurate documentation and assist in the creation of knowledge articles.
7. Attend meetings, training, and actively support ICT transformation.

Essential Requirements:

1. Experience working in an ICT service desk or support function within a busy and regulated environment.
2. Strong knowledge of ITIL incident/request fulfilment processes.
3. Excellent customer service and communication skills.
4. Strong problem-solving and analytical abilities.
5. ITIL Foundation qualification or equivalent experience.
6. Ability to manage time, priorities, and maintain high attention to detail.
7. Knowledge of public sector ICT operations is desirable.
8. Ability to obtain Management Vetting (MV) and pass standard medical clearance.

Why Apply?

1. Join a dedicated team delivering vital ICT services to frontline emergency services.
2. Play a part in a larger transformation to improve public service outcomes.
3. Gain valuable experience in a complex, multi-agency setting.

Interested?

To apply or find out more, contact Lewis Ashcroft at:
lewis.ashcroft@servicecare.org.uk