ICT Service Desk Analyst

East Suffolk Council; Felixstowe; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Leave entitlement

Pension scheme

Flexible working

Learning & development

Wellbeing initiatives

Employee discounts

Job summary

East Suffolk Council’s Port Health Authority is seeking a Service Desk Analyst to be the first point of contact for ICT incidents and service requests. You will deliver customer service, guidance, and technical support across channels by following established instructions and documentation.

You will contribute to the IT services team with a proactive approach to ensure the ICT infrastructure enables SCPHA and its customers to work effectively, handling ownership and timely resolution of

Qualifications

• Experience in an ICT helpdesk environment with a range of customers.
• Excellent communication skills are essential.
• Ability to use ITSM systems and manage mailboxes in an AD environment.

Responsibilities

• Provide IT advice, guidance and technical support to customers via multiple channels.
• Record and action incidents and service requests, maintaining customer contact throughout.
• Maintain service desk records, asset registers and knowledge base with accurate data.

Skills

Customer service

Communication

Organizational skills

Tools

Microsoft Windows

Active Directory

ITSM

Remote support tools

Job description

East Suffolk Council, Suffolk Coastal Port Health Authority (SCPHA)

Address: Port of Felixstowe, Suffolk IP11 4SS

Salary: £27,274 - £35,570 per annum, Pay scale Band 3 - 5, Career Grade

Hours: 37 hours per week

Contract: Permanent

The role

Service Desk Analyst To provide excellent customer service as the first point of contact for all Suffolk Coastal Port Health Authority (SCPHA) customers in relation to all ICT related incidents and service requests. You will always act as a customer advocate, delivering customer service, advice, and technical support via several engagement routes by following, developing, and maintaining technical instructions and documentation as required.

You will be a positive contributor to the IT services team by having a passion for ICT with an inquisitive nature alongside a proactive and planned approach to ensure the ICT infrastructure enables SCPHA and its customers to work to optimum effect.

Primary duties include:

• Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes telephony, printing solutions, hardware, user devices and desktop applications, software/business applications etc using remote management tools where appropriate so that incidents are resolved within agreed service level standards.
• Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process.
• Maintain service desk records, asset registers and knowledge base, ensuring all data is recorded accurately following data recording requirements and up to date.
• Act as customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams.

What You Will Need

Experience of working within an ICT helpdesk environment with experience in dealing with a wide range of customers. Excellent communication skills are essential.

Working knowledge of operational ICT platforms and applications including Microsoft, Apple and Android as well as use of ITSM (service management systems), and experience of setting up mailboxes within and Active Directory environment and associated routine maintenance tasks.

If you think you have what it takes to be successful in this role, even if you don’t meet all of the essential requirements, please apply. We would appreciate the opportunity to consider your application.

Why work for us?

East Suffolk Council is a great place to work and there are lots of benefits our employees can access. To find out more about why we are so proud of East Suffolk Council, take a look at our video and hear why our employees think it is such a great place to work (youtube).

Here are some of the main benefits:

• Generous leave entitlement (equivalent to 25 days a year, increasing to 31 days after 5 years’ service, plus bank holidays).
• Local government pension scheme.
• Flexible working arrangements.
• Learning and development tailored to your role.
• A wide variety of staff support networks including access to health and wellbeing initiatives and programmes.
• Discounts on mobile phones, computers, holiday and travel, fashion and clothing, health and beauty and many other products and services.

Find more information about what we offer in our benefits brochure (pdf).

Closing date: 11.00 pm, 13 November 2026.

About Us

East Suffolk Council is an exciting place to work and a great place to make a real difference to people’s lives, delivering vital services to a quarter of a million people across East Suffolk.

We hugely value our staff and know that in order for us to remain successful, it is essential for us to recognise talented employees, developing and retaining them within the organisation. We are therefore committed to investing in our staff and providing first-class support to ensure a positive culture and rewarding careers.

To find out more about why we are so proud of East Suffolk Council and to hear why our employees think it is such a great place to work, take a look at our video. https://www.youtube.com/watch?v=TSWedQksWt0