Hybrid IT Service Desk Analyst

Kirklees Metropolitan Council; Maldon; Hybrid; GBP 31,000 - 36,000; Full time

Benefits offered by this job

26 days annual leave

Local Government Pension

Job summary

Essex County Council is seeking a Digital Support Analyst to provide prompt technical support for personal computing, laptop/desktop devices, and office software. The role combines office-based work with home working and requires attending the office 2–3 days per week, with journeys at the employee's expense.

The post holder will handle incidents, contribute to improved service delivery, and work with multiple suppliers to restore services quickly while maintaining high customer satisfaction.

Qualifications

• A Level or equivalent education.
• ITIL Practitioner level accreditation is required.
• Experience in a User Support or Service Desk role is essential within a large authority or service provider.

Responsibilities

• Take ownership of resolving complex incidents with high technical knowledge or multiple suppliers.
• Document incidents and ensure proper closure, enabling service continuity and improvements.
• Interface between users and service providers, documenting incidents and progress for rapid resolution.
• Set priority for resolution, monitor progress, and apply escalation as needed.
• Provide guidance to users to maximise productivity with modern workplace tools.
• Support build, installation, upgrade, and decommissioning of desktop devices and software with minimal disruption.
• Encourage adherence to IT policies to protect information security.

Skills

ITIL Practitioner

User Support

Service Desk

Customer Service

Teamwork

Communication Skills

Problem Solving

Creative Thinking

Education

A Level or equivalent

ITIL Practitioner level accreditation

Job description

Essex County Council is seeking a Digital Support Analyst to provide prompt technical support for personal computing, laptop/desktop devices, and office software. The role combines office-based work with home working and requires attending the office 2–3 days per week, with journeys at the employee's expense.

The post holder will handle incidents, contribute to improved service delivery, and work with multiple suppliers to restore services quickly while maintaining high customer satisfaction.