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Service Desk Analyst - M2 5DB



Job Type



IT & Communication Technology


M2 5DB

Position Title: Service Desk Analyst

Salary: Grade 6 £26,975 to £30,095 (Bar at £29,174) per annum

Contract Type: Permanent, Full Time

Hours: 35 hours per week

Work Location: Town Hall Extension

BPSS Check Required: Yes

Qualification(s) Required: Yes, qualified to or willing to qualify to ITIL Foundation V4

Closing Date: 5 August 2022

Reference: MCCX451521/CS/01

An exciting opportunity is available to work on the ICT Service Desk. The ICT Service Desk sits within the Service Delivery Area of ICT and is the first point of contact for stakeholders reporting Incidents or requesting Services. The ICT Service Desk deals with inbound telephone calls and managing the ICT Know It All Now online portal along with supporting colleague on the Tech Bar, providing face to face support.

Working closely with a team of analysts to support stakeholders accessing ICT systems. You will be required to:

  • Have excellent IT skills and knowledge of using multiple applications including Microsoft 365 and applications delivered via Citrix
  • Provide an effective support function for stakeholders, ensuring that high quality technical and excellent customer services are delivered in line with agreed SLA's
  • Identify and address relevant issues, following triage and assessment make recommendations in accordance with service delivery, customer requirements or any legislative needs
  • Ensure that work to continuously develop and improve processes is undertaken
  • Have excellent communication and customer service skills
  • Be a highly motivated, focused, and organised individual with a 'can do' attitude
  • Have the ability to be flexible and prioritise workload according to operational demands
  • Be enthusiastic, conscientious and be able to work
  • Have technical knowledge and expertise and be willing to learn new skills and learn from others
  • Be a team player who can take the lead when required
  • Have experience of working on a Service Desk/Helpdesk or similar environment.

This post requires a candidate to be qualified to or willing to qualify to SDI: Service Desk Foundation or Service Desk Analyst.

As a blended worker, you may be able to work from home or remotely some of the time, or for certain tasks or limited days or hours. For the remainder of the time, you will be required to work at council sites or offices. This will depend on your role’s responsibilities and your personal circumstances.

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