IT Professional

Colbern Limited; Chichester; Hybrid; GBP 34,000 - 37,000; Part time

Job summary

Colbern Limited is seeking an IT Service Desk Analyst in Chichester. The role supports a large user base across West Sussex County Council and partner organisations, operating 8:00am–6:00pm on a rotating shift.

You will be the first point of contact for IT requests, log and triage incidents, troubleshoot first-line issues, and escalate as needed. Hybrid working may be possible after onboarding.

Qualifications

• 1–2 years' experience in an IT Service Desk or similar.
• Proficient in Microsoft 365, AD, SharePoint and Exchange.
• Customer-focused with strong communication skills.
• Strong problem-solving and troubleshooting abilities.
• Experience with enterprise ITSM platforms.
• Ability to prioritise workload in a fast-paced environment.

Responsibilities

• Provide high-quality, customer-focused IT support to colleagues across the Group.
• Act as the first point of contact for IT support requests via telephone, email and self-service portals.
• Log, categorise and triage incidents and service requests through the IT Service Management system.
• Troubleshoot and resolve first-line issues relating to hardware, mobile devices, printers, software applications and basic networking.
• Escalate unresolved issues to second-line and third-line support teams when required.
• Support the maintenance and development of knowledge base articles, user guidance and technical documentation.
• Liaise with third-party suppliers to support incident resolution and service delivery.
• Support compliance with IT policies, Cyber Essentials and ISO 27001 standards.
• Promote equality, diversity and inclusion while adhering to health and safety requirements.

Skills

Microsoft 365

Active Directory

SharePoint

Microsoft Exchange

Customer focus

Communication

Troubleshooting

ITSM

Prioritisation

Job description

IT Service Desk Analyst

Chichester

Contract

£16.61 per hour

Our client is looking for an experienced IT Service Desk Analyst

This is an excellent opportunity for candidates seeking to develop a career within an enterprise IT Service Desk environment supporting over 7,000 users across West Sussex County Council and partner organisations.

Successful candidates may have the opportunity to apply for permanent positions in the future. Any progression to a permanent appointment would be subject to the Council's recruitment processes and pay arrangements in place at that time.

The Service Desk operates between 8:00am and 6:00pm, and you will work on a rotating shift pattern within these hours.

• Provide a high-quality, customer-focused IT support service to colleagues across the Group.
• Act as the first point of contact for IT support requests received via telephone, email and self-service portals.
• Log, categorise and triage incidents and service requests through the IT Service Management system.
• Troubleshoot and resolve first-line issues relating to hardware, mobile devices, printers, software applications and basic networking.
• Escalate unresolved issues to second-line and third-line support teams when required.
• Support the maintenance and development of knowledge base articles, user guidance and technical documentation.
• Liaise with third-party suppliers where required to support incident resolution and service delivery.
• Support compliance with IT policies, Cyber Essentials and ISO 27001 standards.
• Promote equality, diversity and inclusion while adhering to organisational health and safety requirements.

Skills & Experience

Essential

• Approximately 1-2 years' experience working within an IT Service Desk, Technical Support, Customer Support or similar environment.
• Knowledge of Microsoft 365, Active Directory, SharePoint and Microsoft Exchange.
• A customer-focused approach, with excellent communication and relationship-building skills.
• Strong problem-solving skills and a logical approach to troubleshooting and fault diagnosis.
• Ability to prioritise workload and work effectively in a fast-paced environment.
• Experience using enterprise ITSM platforms.

Desirable

• Active Directory administration experience.
• Knowledge of Intune, Endpoint Management or Azure Active Directory.
• ITIL Foundation certification or awareness.
• Experience supporting enterprise-scale public sector or corporate IT environments.
• CompTIA A+, Network+ or other entry-level technical certifications

During onboarding, knowledge transfer and team mobilisation activities, attendance in the Chichester office will be required up to five days per week.

Once established within the role, colleagues may be able to work under a hybrid working arrangement, subject to operational

Colbern Limited along with our clients are an equal opportunities employer