AMS PSR

On behalf of Infected Blood Compensation Authority (IBCA), we are looking for a Service Desk Analyst (Inside IR35) for a 6 Month contract based Hybrid in the Newcastle office.

As a Service Desk Analyst, your main responsibilities will be:

• Act as the front-line service agent for Digital live services, via contact methods such as telephony, chat and email.
• Log and work to resolve user incidents and requests to deliver service within the agreed service level agreements and supplier contract commitments.
• Offer high levels of customer service and empathy in dealing with incidents, requests and service disruptions.
• Work as a team to ensure service desk cover is present and customer facing at all times, despite other elements within the role that may pull away from the front line duties.
• Show an awareness of developing process efficiency and common ways in which processes are optimised
• Support specific activities to improve development processes

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, IBCA guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply.

DE&I Commitment

IBCA guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

IBCA guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".