1st Line Support Analyst

South Norfolk and Broadland Councils; Broadland; On-site; GBP 80,000 - 100,000; Full time

Job summary

A local government council in the United Kingdom is seeking an IT Support role to deliver exceptional support to users. Responsibilities include providing first-line technical support for hardware, software, and network issues, along with logging and managing service requests. Ideal candidates will have knowledge of Service Management frameworks like ITIL and previous experience in IT support. The position offers flexible working hours, free parking, and more to foster a positive work environment.

Benefits

Flexible working hours

Free onsite parking

Employee discounts

Competitive holiday allowance

Wellbeing initiatives

Local Government Pension Scheme

Qualifications

• Practical knowledge of Service Management, ideally certified through a recognised framework like ITIL.
• Experience within an IT support environment with a customer-focused approach.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Serve as the first point of contact for all IT users contacting the service desk.
• Provide first-line technical support for hardware, software, and network issues.
• Log, track and manage incidents and requests using IT service management tools.

Skills

Service Management knowledge

Customer-focused approach

Common software applications familiarity

Job description

How would you like to use your interest in IT to deliver outstanding support to all IT users across the Councils? You could be working in a fast‑passed, skilled, friendly IT Service Desk team to help develop your IT skills and knowledge. What you’ll be doing.

Responsibilities

• Serve as the first point of contact for all Users contacting the IT & Digital Service Desk via a variety of channels including the ICT service desk Portal and our walk‑up desk.
• Provide first‑line technical support to diagnosing and resolving hardware, software and network related issues. Escalate to second line any that cannot be resolved at first line.
• Log, track and manage incidents and requests using the Councils’ IT Service Management tool applying appropriate categorisation and prioritisation.
• Responsible for the set‑up, installation and configuration of computer hardware, peripherals and mobile devices, updating the Councils’ asset register.
• Follow documented processes, policies and procedures to ensure a consistent and quality service every time.
• Maintain accurate and up to date documentation of common issues and resolutions, regularly updating the Knowledge Base.

Qualifications

• Practical knowledge of Service Management, ideally certified through a recognised framework such as ITIL, together with experience within an IT support environment.
• Previous work in an IT support service or call centre is essential, along with a customer‑focused approach that puts the user at the heart of everything you do.
• Familiar with common software applications and able to explain technical concepts to non‑technical users.

Benefits

• Flexible working hours for most office‑based roles, allowing for a healthy work‑life balance.
• Free onsite parking, employee discounts, a competitive holiday allowance, wellbeing initiatives and the opportunity to join the Local Government Pension Scheme.

You will be joining a progressive and supportive organisation that is committed to making a positive impact on the communities we serve.