Are you a skilled IT support professional looking for an exciting opportunity to join a dynamic ICT Service at West Berkshire Council? We are seeking a Service Desk Support Analyst to provide first-line technical support and assistance to our users, ensuring their ICT needs are met with efficiency and professionalism. About The Role As a Service Desk Support Analyst, you will be the first point of contact for users seeking technical support. Your key responsibilities will include: Providing first-line support for hardware, software, and network issues Logging and categorising support requests using our service management tool Troubleshooting and resolving incidents, escalating to second-line support when necessary Guiding users through step-by-step solutions to technical problems Maintaining accurate records of incidents and resolutions Contributing to the creation and maintenance of knowledge base articles Ensuring timely resolution of requests in accordance with service level agreements You will work closely with the Service Desk Manager to ensure the smooth operation of the service desk and contribute to the continuous improvement of support processes. About You The ideal candidate will possess the following skills and attributes: Strong customer service skills and previous experience in a customer service role (ideally in ICT) Good knowledge of Windows operating systems, Microsoft Office suite, and common business applications Familiarity with hardware components such as PCs, printers, and mobile devices Excellent communication skills, with the ability to explain technical concepts to non-technical users Strong problem-solving skills and a proactive approach to resolving issues Ability to prioritise tasks and manage time effectively in a fast-paced environment Experience using service management tools for incident logging and tracking In addition to the above, a positive attitude, willingness to learn, and ability to work both independently and as part of a team are essential. West Berkshire Council Offer Excellent Employment Benefits Such As Flexible working wherever possible between the hours of 07.00-21.00 Hybrid working wherever possible working 40% in the office Access to a wide range of training and development opportunities Generous Local Government pension scheme Family friendly policies A range of local discounts Wellbeing Programme including Employee Assistance Programme and employee benefits You will also be entitled to a generous annual leave entitlement starting at 28 days per annum (plus public holidays) Rising by an additional 5 days after 5 years’ service. Please note that the closing date is given as a guide. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to avoid disappointment. If you would like to learn more about this role, please contact Sally Hiscock, Service Desk Manager, on 01635 503600 or email sally.hiscock@westberks.gov.uk. We look forward to receiving your application and welcoming you to our dedicated ICT Service at West Berkshire Council. Join us at West Berkshire Council and make a positive impact in our community while advancing your career. Explore everything that a career with West Berkshire Council has to offer here: Working with Us Equal Opportunities The Council supports Equal Opportunity of employment, and positively encourages applications from people who fall within any of the nine protected characteristics under the Equality Act 2010. How To Apply Please now complete a short online application form. You will then be able to upload your CV. This role has been identified as public facing in accordance with Part 7 of the Immigration Act 2016; the requirement to fulfil all spoken aspects of the role with confidence in English applies. This privacy notice applies to job applicants applying for vacancies with West Berkshire Council https://info.westberks.gov.uk/pnapplications