We are seeking a motivated and customer-focused Service Desk Analyst to join our friendly and collaborative ICT team. In this varied and rewarding role, you will play a key part in ensuring that colleagues across the Council receive a consistently high standard of IT support. You'll handle incidents and service requests efficiently, communicate clearly and professionally, and contribute to the ongoing improvement of our ICT service delivery. This position offers an excellent opportunity to further develop your technical expertise, with access to training and professional certifications to support your career progression.
Responsibilities
* Provide 1st and 2nd line technical support, ensuring all incidents and requests are logged accurately and handled promptly.
* Deliver excellent customer service by maintaining SLAs, keeping users informed, and ensuring all communication is clear, courteous, and professional.
* Cover the service desk according to the team rota, managing requests through multiple channels (phone, email, and service portal).
* Collaborate with 3rd line support teams and external suppliers to resolve complex issues, escalating where necessary to maintain progress.
* Keep service desk records up to date with current status and progress notes, ensuring transparency and accountability.
* Build, configure, and deploy laptops and mobile devices, providing ongoing support for hardware and software installations.
* Continuously look for ways to improve service efficiency and the overall customer experience.
You’ll have a strong technical background, excellent problem-solving skills, and a genuine passion for helping others. You’ll enjoy working in a team environment and take pride in delivering a professional, high-quality service.
Key Qualifications
* Experience providing 1st and 2nd line IT support within a Service Desk environment.
* Strong working knowledge of Microsoft Windows, Office 365, and related software and hardware.
* Experience supporting laptops, mobile devices, and peripheral hardware.
* Ability to install, configure, and troubleshoot software applications.
* Excellent communication skills, both written and verbal, with the ability to explain technical information clearly.
* Strong analytical and problem-solving abilities, with attention to detail.
* A proactive, customer-focused attitude and a commitment to continuous improvement.
* ITIL Foundation certification (desirable, but not essential).
The successful candidate will be required to undergo a basic DBS check.
Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
We provide you with very competitive annual leave and contribute 15% towards the LGPS pension scheme. You will also have access to a range of discounts including local and high street stores, and salary sacrifice schemes including a cycle lease scheme, and 'Better' leisure centre membership.
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