2nd Line Service Desk Analyst

Schools’ Choice; Kettering; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government authority is seeking a dedicated 2nd Line Service Desk Analyst to join their IT Service Desk team. The successful candidate will provide essential second-line technical support, troubleshoot complex issues, and assist with the deployment of new IT platforms. Ideal applicants will have 4+ years of experience in IT support, strong knowledge of relevant technologies, and excellent customer service skills. This is an office-based role with a focus on outstanding service delivery.

Qualifications

• At least 4 years' experience in an IT support role, preferably within local government.
• Strong technical knowledge of Windows 10/11, M365, Intune, Autopilot, SharePoint, and Citrix/Virtual Desktops.
• Experience using IT Ticket Systems (ITSM).
• Excellent customer service skills with ability to communicate effectively.
• Practical troubleshooting, problem analysis, and research skills.
• Systematic approach to work, with high attention to detail.
• Full UK driving license and own transport.

Responsibilities

• Take ownership of support requests and incidents, resolving issues related to hardware, software, and operating systems.
• Support first-line colleagues by providing escalation support and technical advice.
• Maintain and update asset management records.
• Create documentation and deliver user training.
• Assist with council projects such as hardware deployments and application rollouts.
• Provide outstanding customer service across all organization levels.
• Support travel between council offices.

Skills

Windows 10/11

M365

Intune

SharePoint

Citrix/Virtual Desktops

IT Ticket Systems (ITSM)

Customer service skills

Job description

Job Title: 2nd Line Service Desk Analyst!

Location: North Northants (with travel between offices in Corby, Kettering, Thrapston, and Wellingborough)

Hourly Pay: £15.17

Length of Assignment: 3 months

Monday to Friday 37.50

Working hours: 8:30- 17:00

This is an office-based role

About the Role

Are you an experienced IT Support professional looking for a rewarding role within local government? Opus People Solutions on behalf of North Northants Council is seeking a dedicated 2nd Line Service Desk Analyst to join IT Service Desk team. You will be instrumental in supporting our transformation journey as we unify our systems and improve service delivery across all council offices.

The successful candidate will provide high-quality second-line technical support, help resolve complex incidents, and contribute to the deployment of new IT platforms and services - all while ensuring excellent customer service.

Key Responsibilities

Take ownership of support requests and incidents, troubleshooting and resolving issues related to hardware, software, and operating systems (Windows 10/11, M365, etc.).

Support first-line colleagues by providing escalation support and technical advice.

Maintain and update asset management records.

Create support documentation and deliver user training.

Assist with council projects such as hardware deployments and application rollouts.

Provide outstanding customer service and communication across all levels of the organization.

Support travel between council offices and participate in council events and meetings as required.

The ideal candidate will have:

At least 4 years' experience** in an IT support role, preferably within local government.

Strong technical knowledge of Windows 10/11, M365, Intune, Autopilot, SharePoint, and Citrix/Virtual Desktops.

Experience using IT Ticket Systems (ITSM).

Excellent customer service skills and the ability to communicate effectively with diverse audiences.

Practical troubleshooting, problem analysis, and research skills.

A systematic approach to work, with high attention to detail.

Full UK driving license and own transport.

Think you could be a great fit?

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