Desktop Support Analyst

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

Job summary

Join a vibrant local council in Manchester as a key member of the ICT Desktop team. You'll provide essential technical support to a diverse range of users, ensuring high standards of service delivery. This role requires strong communication skills and a commitment to customer service, along with relevant IT certifications. Enjoy generous benefits, including holiday allowances and a robust pension scheme, while contributing to the community's well-being.

Benefits

Generous holiday allowance

Local government pension scheme

Enhanced parental leave

Access to discounts

Learning and development opportunities

Volunteering leave

Qualifications

• Experience in Service Desk operations and Desktop Support.
• Basic LAN/WAN support experience.

Responsibilities

• Provide customer-focused technical support for ICT systems.
• Manage and maintain desktop systems for over 9,000 users.

Skills

Communication

Technical Knowledge

Customer Service

Education

ITIL Certification

BPSS Clearance

Tools

ServiceNow

MS Products

Active Directory

MECM

MS Endpoint Manager

Job description

About The Role

Working Hours: 35 hours per week

Contract Type: Permanent

Closing date: 27 May 2025

Interview method: Virtual

This role is subject to -

• Qualified to ITILorwilling to complete once in post,with a good practical understanding of how the coreITIL 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. Want more leave? 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

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 ourcareers 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 minimumshortlisting 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

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 ofemployment.This is not arole 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 ensure that you read the role profile attached.

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