Service Desk Analyst - IR35 - Hybrid

Service Desk Analyst
Rate: up to £340/day Inside IR35
Contract Length: Until 28/03/26 + Ext
Location: Hybrid - 2 days per week onsite in Norwich
Working Hours: Monday to Friday

An established public sector programme is seeking a Service Desk Analyst to join its Live Service function, supporting users across a complex, multi-department environment. The Service Desk Analyst will play a key role in maintaining critical IT services, ensuring users receive fast, effective and high-quality support across a modern and diverse technology estate.

The Service Desk Analyst role is ideal for someone who thrives in a user-facing environment, takes ownership of issues, and acts as a trusted first point of contact for technical support and service requests.

• Provide first and second line support for all IT queries, acting as the initial point of contact for a wide and varied user base
• Process incidents and service requests, ensuring all tickets are logged, prioritised and resolved within agreed SLAs
• Support users across laptop devices (Windows and macOS), smartphones (Android and iOS), VoIP systems and Google Cloud workplace tools
• Rotate between phone support, ticket resolution and Tech Hub-based user support, including hands-on device builds and troubleshooting
• Build, deploy, manage and asset-track all hardware devices across the estate
• Create, administer and maintain corporate accounts for joiners, movers and leavers
• Collaborate with colleagues across the technology function to deliver efficient, well-documented and continuously improving service processes

• Active SC clearance
• Experience working within a Service Desk or IT support environment
• Strong customer service orientation with the ability to communicate clearly and confidently
• Ability to take ownership of issues and drive them through to resolution
• Comfortable explaining technical concepts to both technical and non-technical audiences
• Strong problem-solving and troubleshooting capability

• ITIL qualification or experience in an ITIL-aligned environment
• Experience or knowledge of Google Workspace
• Experience or knowledge of macOS

If you are an experienced Service Desk Analyst looking for a contract supporting a meaningful public sector mission, please apply in the immediate instance.

Service Desk Analyst, Deskside Analyst, Deskside Engineer, Desktop Support Analyst, 1st/2nd Line Analyst