Service Desk Analyst

OverviewAs an IT Service Desk Analyst, you'll play a pivotal role in ensuring the smooth operation of the council's IT services. On a day-to-day basis, you'll be the friendly voice on the phone and the expert behind the live chat, diagnosing and resolving technical issues reported by our customers. Your primary responsibilities will include logging incidents and service requests, provide timely and effective first-line support, and escalate complex issues to our second-line support teams. You'll be the customers advocate, ensuring their issues are tracked and resolved efficiently, and you'll play a key role in maintaining our high standards of service. This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies. The position will be subject to a basic criminal record disclosure check. What you’ll need to succeedTo excel in this role, you'll need strong analytical skills to quickly diagnose the root cause of an issue and recommend the most effective solution. You'll also need excellent communication skills to explain technical problems in a clear and customer-friendly manner to a wide range of colleagues. We're looking for someone with proven experience in an IT support or service desk environment and a solid understanding of ITIL principles. While not essential, a qualification in an IT-related field is a plus. The ability to work under pressure and manage multiple priorities simultaneously is also crucial to your success.#J-18808-Ljbffr

Created: 2025-10-11