Job Title: Service Desk Analyst Location of work: Town Hall, Reigate (some home working) Salary: £ 28,725 - £36,618 Basis: Permanent, Full Time About the Role Are you looking for a new career opportunity in IT? We are looking for a team player to join our ICT team in this varied and interesting role at a great Council. The right person will be passionate about ensuring that our customers receive an excellent level of service and can deal with incidents and requests quickly and effectively. Some of the duties include: Covering the service desk in accordance with the agreed rota. Recording details accurately. Dealing with new requests through multiple channels. Maintain customer service standards and SLAs by answering all calls promptly, always remaining courteous and professional. Provide valuable 1st & 2nd line support. Proactively manage Customer’s expectations through either resolution of or regularly updating on progress of their outstanding incidents or requests. Work closely with 3rd line support and external suppliers to resolve complex issues. Action when resolution is not moving forward within the appropriate timescales. Regularly update requests on our service desk system with the latest status and within SLA. Provide a first-class customer facing service, offering assistance and problem resolution as demanded by ICT customers. Carry out Laptop builds and Mobile Device setup. About the person: A solid technical background with a talent for troubleshooting, problem solving and service improvement. You should have IT Service Desk 1st and 2nd line experience. Experience supporting Microsoft Windows and Office products. Experience supporting laptops, mobile devices, and other hardware. Experience of installing, building, and supporting software applications. You will possess excellent written and oral communication skills. Strong analytical skills with a great attention to detail. An ITIL qualification would be an advantage. The successful candidate will be required to undergo a basic DBS check. Staff Benefits In exchange for your expertise, experience, and enthusiasm, we will offer support in continuing your personal and career development, some flexible and remote working. 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. Additional Information For an informal discussion about the role, please contact Paul Farrugia, Service Delivery Team Leader by emailing Paul.Farrugia@reigate-banstead.gov.uk We are proud to support the guaranteed interview schemes for those meeting the essential criteria for the role, under the Disability Confident employer scheme for disabled candidates, and the ‘Veteran’s scheme’ for ex-armed forces candidates. Closing date: Wednesday 27th August 2025 at 23:59 Interview date: w/c 8th September 2025 Values and Behaviours Our great working environment and the values and behaviours of every individual and team in the Council, help to evolve the culture of our organisation to become more commercial, innovative and embracing of change. Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation. See ' Who we are ' as a council, to find out more about us. Click here to view a Job Summary, Person Specification and Employment Pack.