ICT Service Desk Analyst

East Suffolk Council; Felixstowe; Presencial; GBP 27 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Generous leave

Local government pension

Flexible working

Learning and development

Staff networks and wellbeing

Discounts on devices and services

Resumo da oferta

East Suffolk Council, including the Suffolk Coastal Port Health Authority, is seeking a Service Desk Analyst to join the ICT team at the Port of Felixstowe. The role focuses on providing first-line IT support, guidance, and customer service for incidents and service requests across MS, Apple, and Android platforms, within defined service levels.

You will maintain records, support asset management, and act as a customer advocate, ensuring inquiries are resolved efficiently or escalated

Qualificações

• Experience of working within an ICT helpdesk environment.
• Excellent communication skills essential.
• Familiar with Microsoft, Apple and Android platforms; ITSM systems and Active Directory maintenance.

Responsabilidades

• Provide IT advice, guidance and technical support to customers via multiple channels; resolve incidents per SLAs.
• Maintain accurate records of incidents and service requests and keep customers updated.
• Maintain service desk records, asset registers and knowledge base with up-to-date information.
• Act as customer advocate and escalate or hand off issues when needed to other teams.

Conhecimentos

Customer service experience

Communication skills

Teamwork

Ferramentas

Microsoft platforms

Apple devices

Android devices

ITSM systems

Active Directory

Descrição da oferta de emprego

• 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

Suffolk Coastal Port Health Authority (SCPHA) has a dedicated ICT (Information, Communication and Technology) team providing all ICT services and support to SCPHA staff and operations based in the Port of Felixstowe, as well as supporting external users of SCPHA business systems across the UK.

We currently have the opportunity to join SCPHA as a Service Desk Analyst.

The role

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 an Active Directory environment and associated routine maintenance tasks.

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) .

To find out more

For an informal discussion regarding this post, contact Jeremy Clipstone by emailing [e-mail]

Closing date

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