ICT Service Desk Analyst – AR

Shropshire Council; Shrewsbury; On-site; GBP 18,000 - 25,000; Full time

Job summary

Shropshire Council is seeking an ICT Service Desk Analyst to join its Technology Hub team in Shropshire, providing hands-on IT support to employees.

You will resolve day-to-day IT issues, assist with upgrades, and support users across the organisation. This is a hands-on, office-based role requiring DBS and team collaboration.

Qualifications

• Previous IT Service Desk or Helpdesk experience.
• Good understanding of first-line IT troubleshooting.
• Experience supporting Windows desktops and general IT hardware.
• Knowledge of Microsoft 365 and common software applications.
• Strong problem-solving and communication skills.
• Good customer service skills and the ability to support non-technical users.
• Ability to work independently and as part of a small team.

Responsibilities

• Provide day-to-day IT support to council employees.
• Troubleshoot and resolve hardware, software and desktop issues.
• Support users with computer, laptop, printer and peripheral problems.
• Respond to IT support requests and resolve technical issues promptly.
• Assist with planned technology upgrades, installations and maintenance.
• Provide hands-on technical support across the council's main hub.
• Work collaboratively with the wider technology team to maintain effective IT services.

Skills

IT service desk experience

First-line IT support

Windows desktop support

Microsoft 365 knowledge

Customer service

Communication skills

Tools

Microsoft Teams

Job description

ICT Service Desk Analyst

Location: Shropshire Council
Contract: 3 months minimum
Hours: 37 hours per week
Pay Rate: £15.59 PAYE
Working Arrangement: Office-based, 5 days per week
Start Date: ASAP
DBS: Basic DBS required

Job Overview

Shropshire Council is looking for an ICT Service Desk Analyst to join its Technology Hub team, providing hands‑on IT support to council employees.

Working as part of a small team of three, you will be responsible for resolving day‑to‑day technical issues, supporting users with IT queries and assisting with planned and reactive technology work across the organisation.

This is a hands‑on support role suited to someone with previous experience in IT service desk, first‑line support or desktop support.

Key Responsibilities

• Provide day‑to‑day IT support to council employees.
• Troubleshoot and resolve hardware, software and general desktop issues.
• Support users with computer, laptop, printer and peripheral problems.
• Respond to IT support requests and resolve technical issues promptly.
• Assist with planned technology upgrades, installations and maintenance.
• Provide hands‑on technical support across the council's main hub.
• Work collaboratively with the wider technology team to maintain effective IT services.

Essential Experience and Skills

• Previous experience in an IT Service Desk, Helpdesk or Desktop Support role.
• Good understanding of first‑line IT troubleshooting.
• Experience supporting Windows desktops and general IT hardware.
• Knowledge of Microsoft 365 and common software applications.
• Strong problem‑solving and communication skills.
• Good customer service skills and the ability to support non‑technical users.
• Ability to work independently and as part of a small team.

Additional Information

• The role is fully office‑based, five days per week, at Shropshire Council's main hub.
• IT equipment will be provided.
• One‑stage interview via Microsoft Teams, approximately 45 minutes.
• No formal qualifications are required.
• A Basic DBS check is required.

This is an excellent opportunity for an IT Support or Service Desk professional looking to gain further experience within a local authority environment.