Service Desk Analyst – Norwich (First-Line IT Support)

Triumph Consultants Ltd

Norwich

On-site

GBP 20,000 - 26,000

Full time

14 days+

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Job summary

Triumph Consultants Ltd is recruiting an IT Service Desk Analyst (Band 4) to join the Digital Services team within an NHS Trust in Norwich. The role involves acting as the first point of contact for IT incidents and service requests, providing first-line support for Office 365 and Windows 10/11.

You will log, classify and prioritise incidents, work to SLAs, and escalate complex issues to specialist teams. Bournemouth

Qualifications

BTEC, Diploma or equivalent qualification/experience.
Experience in an IT Service Desk or similar environment.
Working knowledge of Microsoft Office 365 and Windows 10/11.
Experience logging incidents and resolving IT issues within SLAs.

Responsibilities

Act as the first point of contact for IT incidents, service requests and technical queries.
Log, classify and prioritise incidents in line with SLAs.
Provide first-line telephone and remote support for hardware, software.
Diagnose and resolve incidents or provide effective workarounds.
Escalate complex issues to specialist teams.
Support Microsoft 365 and Windows 10/11 users.
Install software and manage IT accounts and privileges.
Maintain data quality in the service management system.
Provide clear technical guidance and updates to customers.
Contribute to Service Desk procedures and knowledge sharing.