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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** Adecco - **Location:** Norwich, UK - **Salary:** £35,797.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Network Troubleshooting, Information Technology - **Published:** August 12, 2026 - **Apply:** https://www.adecco.com/en-gb/job-search/it-service-desk-analyst-norwich-norfolk/broadbean_086101786544404 ## About the Role * Essential: BTEC, Diploma, or equivalent qualification. * Proven experience in a customer service environment, delivering exceptional customer-focused service, managing expectations, and resolving conflicts. * Working knowledge of Microsoft Office 365 and Windows Operating Systems (10/11). * Experience in a call centre, IT department, or Service Desk environment, demonstrating effective call handling and customer communication skills. * Desirable: Service Desk Institute Analyst certification or equivalent, ITIL Service Management foundation certification. Skills and Attributes: * Public Sector experience advantageous * Strong problem-solving skills with a logical approach to troubleshooting. * Excellent communication abilities, both verbal and written, with the capacity to adjust the communication style according to the audience's technical level. * Good keyboard skills, attention to detail, and the ability to prioritise workloads in line with Service Level Agreements. * A self-motivated, flexible individual with a positive attitude and a commitment to maintaining high standards of service. ## Description * Serve as the primary point of contact for IT-related incidents, service requests, and queries, catering to both clinical and corporate customers. * Collaborate effectively with the Service Desk team to act as an interface between the business and support teams, ensuring a seamless service experience. * Support over 3,000 customers and manage a significant volume of technical hardware, achieving a first-time fix rate for approximately 4,500 calls each month. * Accurately detect, record, classify, and prioritise all IT incidents and tasks in accordance with established Service Desk standards. * Investigate and diagnose incidents via first-line telephony support, providing effective resolutions for hardware, software, application, and network issues. * Maintain data quality and integrity within the Digital Services call management system, ensuring all IT incidents and requests are documented appropriately. * Liaise with third-party suppliers to resolve faults or implement identified workarounds on tailored or national systems. * Provide training and technical advice for "how to" queries from customers, enhancing their understanding and use of IT services. * Continuously monitor and track incidents, escalating issues as necessary to ensure compliance with Service Level Agreements. ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)