Service Care Solutions Ltd

ICT Service Desk Analyst

Service Care Solutions are recruiting for 1st line IT Support to work for the London Fire Brigade, the role is a long term role with hybrid capabilities.

Please see below and to apply please contact Lewis on 01772 208962.


Role: 1st Line IT Support


Location: Hybrid/London


Wage:£17.05


Job Purpose



  • To form part of a team answering telephone calls to the Service Desk in a clear and friendly manner, dealing politely and efficiently with callers in accordance with Brigade policies on equality anddiversity.

  • To provide a helpful and reliable point of contact for callers giving advice and assistance regarding solutions to difficulties; after troubleshooting the call.

    Identifying who should deal with the calls (externally or internally) if they cannot be dealt with directly at the service desk.

  • To be customer orientated and place a high value on the views, needs and requirements of users providing measurable customer satisfaction.

  • To resolve or escalate any calls to agreed service levels, ensuring that management are aware of any difficulties which may lead to such targets not being achieved.

  • To maintain control of all incidents; recording all information provided and troubleshooting steps taken onto the Service Management tool.

  • To assist in the provision of management information to ICT management and senior customers from all areas of the Brigade as required.

    Collection, coordination, analysis and verification of management information from various sources, notably the ICT Service Management system, performance data from external suppliers and when appropriate service delivery/satisfaction evidence from ICT managers and customers.


Service desk Operation



  • To form part of a team answering telephone calls to the Service Desk in a clear and friendly manner, dealing politely and efficiently with callers in accordance with Brigade policies on equality and diversity.

  • To provide a helpful and reliable point of contact for callers giving advice and assistance regarding solutions to difficulties; after troubleshooting the call.

    Identifying who should deal with the calls (externally or internally) if they cannot be dealt with directly at the service desk.

  • To be customer orientated and place a high value on the views, needs and requirements of users providing measurable customer satisfaction.

  • To resolve or escalate any calls to agreed service levels, ensuring that management are aware of any difficulties which may lead to such targets not being achieved.

  • To maintain control of all incidents; recording all information provided and troubleshooting steps taken onto the Service Management tool.

  • To assist in the provision of management information to ICT management and senior customers from all areas of the Brigade as required.

    Collection, coordination, analysis and verification of management information from various sources





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