IT Service Desk Specialist

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

Benefits offered by this job

Generous leave

Local government pension

Flexible working

Learning and development

Staff networks and wellbeing

Discounts on devices and services

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service experience

Communication skills

Teamwork

Tools

Microsoft platforms

Apple devices

Android devices

ITSM systems

Active Directory

Job description

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