Desktop Support Analyst

Old Moat; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local council in Manchester is seeking a dedicated technical support professional to join their ICT Desktop team. The role involves assisting over 9,000 users with technical issues and providing a high-standard service. Ideal candidates will have experience in Service Desk operations, technical knowledge of Microsoft products, and customer service skills. This position offers generous holiday allowances, a strong pension, and opportunities for personal development.

Benefits

Up to 26 days annual leave

Generous pension scheme

Enhanced parental leave

Access to discounts

Learning and development opportunities

Volunteering leave

Qualifications

• Proven communication skills and ability to work with a wide range of stakeholders.
• Commitment to providing high-quality technical service.
• Capable of delivering projects and initiatives in line with legislation.

Responsibilities

• Support and fix equipment and services for Council users.
• Manage technical projects and initiatives.
• Ensure high standards of service delivery.

Skills

Experience of Service Desk

Desktop Support

Good technical knowledge of MS products

Basic LAN/WAN support experience

Knowledge of Active Directory Administration

Tools

ServiceNow

MS Endpoint Manager

Job description

About The Role

Working Hours: 35 hours per week

Contract Type: Permanent

Closing date: 11.59pm, 6 October 2025

Interview method: Virtual

This role is subject to -

• Qualified to ITIL or willing to complete once in post, with a good practical understanding of how the core ITIL functions (CM / IM / PM / RM and Configuration Management) interface and interact to collectively support IT and the Business.
• BPSS (Baseline Personnel Security Standard) clearance - this post is subject to BPSS checks. You will therefore be required to consent to and comply with BPSS checking requirements prior to commencing in this post. This check involves verification of identity; nationality and immigration status; employment history (past 3 years) and basic criminal record check.

This is a great opportunity to join the ICT Desktop team, which has a vital role managing the computers and systems which support all Council services and departments.

The ICT Service supports over 9,000 users of PCs, laptops, mobile phones and tablets across Manchester City Council network and remotely.

Do you have good communication skills and enjoy working with a wide range of stakeholders to support and fix their equipment and services?

We are looking for an enthusiastic and committed person to join our team.

The ideal candidate will need:

• Experience of how a Service Desk operates within an IT installation and experience of ServiceNow
• Experience of Desktop Support, good technical knowledge of MS products, operating systems and applications
• Basic LAN/WAN support experience
• Knowledge of Active Directory Administration and experience of MECM and MS Endpoint Manager

About the Candidate

You will provide a professional, customer focused, specialist technical service which enables the delivery of organisational objectives and provides a high quality service to customers in line with both internal guidelines, policies and procedures and statutory requirements.

You will support the delivery of a range of technical projects, initiatives or work packages that comply with relevant legislation and help achieve the Council’s corporate aims and objectives.

You will use your technical knowledge and expertise to develop, design and implement customer-focused solutions for the assigned service area. You will act as a key member of the team and will ensure high standards of customer service and service delivery.

About Us

We’re the local council for one of the UK’s most vibrant and diverse cities.

Working for Manchester isn’t just a job – it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester is our vision for a fairer, greener, and healthier city – a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

Benefits we offer

• Generous holiday allowance- Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. You can purchase up to two additional weeks.
• A buzzing pension- You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
• Enhanced parental and carers leave- Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
• Brilliant perks- Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow- We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member- We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave- Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at Manchester City Council

We’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats: Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text-to-speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

Guaranteed Assessment Scheme

We guarantee assessments for applicants who meet the minimum shortlisting requirements for the role and identify with at least one of the criteria below:

• Members of the Armed Forces members or veterans
• Current or former care leavers
• Have a disability or long-term condition
• If you have completed the GM Elevate (Leadership Development) Programme or any MCC positive action programme

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the Supporting Statement section of your application.

When You Join Us

We’re a Disability Confident Employer, offering:

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.

For more information about the role or any adjustments, email [e-mail]

What we will need from you if you’re successful

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

Pre-Employment Checks

If you are successful in securing a position with us, the pre-employment checks required will depend on the role you’ve applied for. As a guide, these checks may include:

• Proof of Right to Work: You’ll need to provide documentary evidence of your right to work in the UK. Please note, visa sponsorship is not guaranteed for this role.
• References: We’ll require references from your current and previous employer(s).
• Proof of Qualifications: Evidence of qualifications relevant to the role will be required.
• Disclosure and Barring Service (DBS) Check: A criminal record check may be necessary, depending on the role.
• Proof of Manchester Residency: For some roles, you may need to demonstrate that you reside within the boundaries of Manchester City Council.
• Police Vetting: Some roles may require police vetting to ensure suitability for accessing sensitive law enforcement systems or information.
• Baseline Personnel Security Standard (BPSS) Clearance: BPSS clearance is primarily used for roles that involve access to government data, systems, or assets. It ensures that individuals meet basic security requirements and can be trusted with sensitive information
• Driving Licence: If the role requires driving, we’ll need evidence of your valid driving licence.

These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.

Other relevant information

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

For more information about the role, please read the role profile attached.

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