Job Details Company Job Details Join Our Digital Services Team as a Senior Service Desk Analyst Are you passionate about delivering outstanding IT support and leading by example? Dudley Council is looking for a Senior Service Desk Analyst to help shape the future of our digital services. As a key member of our Service Desk team, you’ll: Supervise day-to-day operations and support delivery Lead by example in providing first-line technical support Champion customer service excellence across all channels Promote self-service and proactive problem-solving Collaborate with teams to drive continuous improvement We’re Seeking Someone With Proven experience in a fast-paced IT service desk environment Strong knowledge of ITIL best practices (ITIL Foundation preferred) Excellent communication and troubleshooting skills A proactive, customer-focused mindset This is your opportunity to make a real impact in a forward-thinking council committed to digital transformation and service excellence. Location: Dudley/Hybrid Grade: 7 DBS Check: Basic required Apply now and be part of a team that values innovation, collaboration, and professional growth. Top tip when applying – As we’ve got a new recruitment system the application process has changed a little. You’ll need to register and create a profile the first time you apply. If you use a personal email to create a profile, then please be aware that once you’ve registered just pop back to the job advert and you’ll then be taken to login and apply. So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application. Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough. If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or acl@dudley.gov.uk who can support with Digital Skills and Job Applications. If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/ If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so. The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/ N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications Attached documents Employee Benefits List.pdf Senior Service Desk Analyst Person Specification.docx Senior Service Desk Analyst Job Descrition.docx Company Top tip when applying – As we’ve got a new recruitment system the application process has changed a little and we hope you’ll like it! You’ll first need to register and create a profile the first time you apply. Creating your profile will enable you do things such as track your application progress, view emails you’ve received from us and manage communication preferences, manage your interview bookings and offer information if successful. About Dudley Council It’s an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game-changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve. At Dudley Council we have a ‘one council’ ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities. We are rightly proud to be the historic capital of the Black Country and, working with our partners, Dudley Council is also committed to looking forward and helping to deliver our borough vision of ‘Forge a Future for all’ www.dudleyboroughvision2030.org.uk We ensure communities influence council decisions and are committed to delivering services in partnership with communities. We provide flexible and responsive service in partnership and help communities help themselves. In joining a local authority that serves 320,000 residents you will become an integral part of a council that: is ready to embrace change, providing an environment in which you will be encouraged to make your mark is aware of its key challenges and the need for a new energy to innovate the council, in order to find cost effective ways of delivering services has aligned its political and managerial leadership structures and is committed to protecting, securing and transforming the lives of children, families, the vulnerable and older people wants borough residents to have their say through our community forums dedicates time to meaningful consultation and listen to the views of our residents is working with the community to encourage active involvement of our residents We want to leave a legacy of a better future for the borough that reflects Dudley borough’s potential and harnesses the ambitions of the people we serve. For more information see our Council Plan www.dudley.gov.uk/council-community/plan-policies-and-strategies/council-plan, Dudley Borough Vision for 2030, Forging a Future for All www.dudleyboroughvision2030.org.uk and key information about the borough and its communities at All about Dudley Borough www.allaboutdudley.info Company Info Website http://www.dudley.gov.uk/ Telephone 01384 811300 Location Dudley Metropolitan Borough Council Council House Priory Road Dudley West Midlands DY1 1HF GB