IT Service Desk Analyst

Adur & Worthing Councils; Worthing; On-site; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Generous leave

EAP program

Flexible/blended working

Job summary

Adur & Worthing Councils is seeking an IT Service Desk Analyst to join the IT Operations team in Worthing. You will provide efficient first-line technical support and become the primary contact for end users.

The role requires a proactive problem-solver with strong customer service, good knowledge of IT hardware and common software such as Google Workspace and MS Office, and a commitment to high service standards. On-site at Worthing Town Hall with at least four office days.

Qualifications

• Experience providing first-line IT support.
• Strong communication and customer service orientation.
• Familiar with Google Workspace and MS Office.

Responsibilities

• Log, diagnose, and manage incidents and service requests to SLAs.
• Investigate IT issues and fulfill hardware/software requests.
• Deliver high-quality customer-focused support throughout resolution.
• Assist onboarding/offboarding and asset tracking for employees.
• Contribute to knowledge base and suggest process improvements.

Skills

Customer service

Problem solving

IT hardware

Google Workspace

MS Office

Communication skills

Tools

Google Workspace

MS Office

Job description

Worthing Town Hall, Chapel Road, Worthing, West Sussex, BN11 1HA

Contract Type: Permanent

Salary: Starting from £28,598 to £31,022 per annum

Starting from £28,598 to £31,022 per annum

Grade

4

Hours

37.5

Place of work

Worthing Town Hall - Minimum of 4 days per week in the office

Sunday 23rd August

Interviews

An exciting opportunity has arisen for an IT Service Desk Analyst to join the IT Operations team for Adur & Worthing Councils.

Please note: This role is based in Worthing Town Hall, with a minimum office attendance of 4 times a week.

Are you a proactive problem-solver with a passion for delivering exceptional customer support? We are looking for an IT Service Desk Analyst to provide efficient, professional first-line technical support and help empower our organisation with reliable technology solutions.

In this role, you won't just be answering calls, you will be the primary point of contact for our end users, taking ownership of incidents, diagnosing hardware and software issues, and driving first-contact resolutions. Working collaboratively within a dynamic, fast-paced environment, you will play a critical role in maintaining high customer satisfaction and supporting the smooth operation of our IT infrastructure.

Key Responsibilities

• First-Line Technical Support:Act as the first point of contact to log, diagnose, categorise, and manage incidents and service requests in line with service level agreements (SLAs).


• Problem & Incident Management:Investigate IT issues using diagnostic tools, fulfill hardware/software requests, and escalate high-priority incidents to facilitate rapid resolution.


• Customer & Service Excellence:Deliver high-quality, customer-focused support with clear communication throughout the resolution process, contributing to a positive user experience.


• Asset & User Administration:Manage IT-related aspects of employee onboarding/offboarding, build and provision hardware, and accurately track IT assets throughout their lifecycle.


• Continuous Improvement: Contribute to the IT knowledge base, monitor system health, and suggest process enhancements to optimize service delivery.

What We Are Looking For

• A dynamic Individual who excels at customer service and is adept at problem solving.


• Solid understanding of core IT hardware (laptops, tablets, smartphones) and standard software suites (such as Google Workspace/ MS Office).


• Excellent communication, active listening, and relationship-building skills with a strong customer first orientation.


• A logical, systematic approach to troubleshooting and problem solving under fast paced conditions.


• Strong organisational skills with the resilience and adaptability to thrive both independently and collaboratively within a team.


• NB. This role is based on site at Worthing Town Hall and can be worked in line with our Blended

Staff are our most important asset, and we therefore have a benefit package which reflects our continuing commitment to our employees. This includes:

• Generous leave entitlement; a minimum of 25 days + Bank Holiday entitlement


• Occupational Health & Employee Assistance Programme (EAP)


• Flexible & blended working options

We are committed to promoting a diverse and inclusive community—a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognising their responsibility to value and respect each other’s contributions. Standards of conduct must be of the highest level to ensure that no one is harassed, bullied, or victimised. We offer a range of family-friendly, inclusive employment policies and staff engagement forums, and are keen to hear from applicants from a variety of different backgrounds.

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Salary

Starting from £28,598 to £31,022 per annum

Job Category

Technology & Design

Location

Worthing Town Hall, Chapel Road, Worthing, West Sussex