Service Desk Analyst 37 hours Full time (Fixed Term for 12 months)
Join our Technology and Innovation team as a Service Desk Analyst (Fixed Term 12 months) and help deliver exceptional IT support across the organisation.
We’re looking for a proactive, customer‑focused individual to provide high‑quality 1st Line Support through our service channels, including the Self Service portal and telephone support line. In this busy and fast‑paced environment, you’ll play a key role in resolving technical issues, promoting self‑service, and ensuring our colleagues receive an excellent customer experience.
What you’ll be doing
* Responding to incoming calls and requests, resolving issues at the first point of contact where possible.
* Logging, diagnosing, and progressing incidents using IT Service Management tools.
* Providing clear advice and guidance to users, including support with connectivity, applications, devices, and password issues.
* Collaborating with 2nd Line teams.
* Championing excellent customer service and contributing to continuous service improvement.
* Building positive working relationships across Technology and the wider organisation.
What we’re looking for
* Experience in a fast‑paced IT service desk environment using ITSM tools.
* Strong understanding of ITIL best practice (ITIL Foundation beneficial).
* Broad IT knowledge across applications, platforms, and technologies.
* Outstanding communication skills with the ability to translate technical information clearly.
* A customer‑centred mindset, empathy, and a proactive approach to problem‑solving.
* A team player committed to personal and professional development.
What we offer
* A supportive and collaborative team environment.
* Opportunities to develop your skills and contribute to service improvements.
* The chance to make a real impact by helping colleagues across the organisation stay connected and productive.
Contact
Imran Arshad – Imran.arshad@dudley.gov.uk 01384 814773 or
Jane Walton – jane.walton@dudley.gov.uk 01384 817711
Workplace Attendance: Working in the office 3+ days a week (pro-rata) or Onsite full time
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
* Service Desk Analyst - Job Description
* Service Desk Analyst - Person Specification
* Employee Benefits List.pdf
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