Interim IT Service Desk Analyst

Contract summary

Industry

• Supply services of personnel including temporary staff - 79620000

Location of contract

West Midlands

Value of contract

£26,460

Procurement reference

PROC.04.0218

Published date

17 September 2024

Closing date

22 September 2023

Closing time

1pm

Contract start date

16 October 2023

Contract end date

15 April 2024

Contract type

Service contract

Procedure type

Call-off from a framework agreement

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

Awarded under ESPO Framework 3S-22 Strategic HR Services, Lot 1 - Executive and Managerial Interim Recruitment, Sub-Lot 1f - IT, Digital, Media & Marketing.

As an Interim Service Desk Analyst, you will play a crucial role in providing exceptional technical support and customer service to end-users within our organisation. This is a temporary position that involves handling a wide range of IT-related issues and inquiries, ensuring prompt resolution, and maintaining high levels of user satisfaction. The successful candidate will be a proactive problem solver with strong communication skills and a solid understanding of various hardware and software systems.

Key deliverables

- First Point of Contact: Serve as the initial point of contact for all IT-related issues, incidents, and service requests via phone, email, or other communication channels.
- Technical Support: Provide timely and effective technical assistance to end-users, resolving hardware, software, and network-related problems. This includes troubleshooting desktops, laptops, printers, mobile devices, and other peripherals.
- New Starters, Leavers and Movers: ensure new starters are set up for onboarding and that inductions are carried out. Ensure leavers' tasks are completed, working alongside People Hub and Procurement teams.
- Incident Management: Log, categorise, prioritise, and track incidents and service requests in the IT ticketing system. Ensure accurate documentation and escalate complex issues to appropriate teams when necessary.
- Remote Support: Offer remote assistance to end-users for issues that can be resolved remotely, ensuring minimal disruption to their work.
- User Training: Assist in providing basic training and guidance to end-users on various applications, tools, and IT procedures to enhance their technical proficiency and reduce recurring incidents.
- Asset Management: Maintain accurate records of hardware and software assets, performing periodic audits, and ensuring proper allocation and retrieval of IT equipment.
- IT Policies and Procedures: Adhere to established IT policies, procedures, and security guidelines while maintaining user privacy and data confidentiality.
- Knowledge Base: Contribute to the development and maintenance of the IT knowledge base, creating user-friendly documentation for common issues and solutions.
- Continuous Improvement: Identify areas of improvement within the service desk function and propose solutions to enhance efficiency and customer satisfaction.
- Team Collaboration: Collaborate with other IT team members to resolve complex issues and participate in cross-functional projects as required.

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Award information

Awarded date

7 October 2023

Contract start date

16 October 2023

Contract end date

15 April 2024

Total value of contract

£26,460

This contract was awarded to 1 supplier.

Morgan Hunt UK Limited

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About the buyer

Contact name

Lena Cluxton

Address

7 Hill Street
BIRMINGHAM
B5 4UA
England

Telephone

0121 644 7534

Email

lena.cluxton@ofwat.gov.uk

Website

https://www.ofwat.gov.uk