IT Service Desk Support Analyst

Tal; Nettleham; Hybrid; GBP 18,000 - 28,000; Part time

Job summary

Tal is seeking a motivated and customer-focused IT Service Support Analyst to join our IT team. This part-time role provides first-line technical support for a range of applications and IT equipment across the organisation, helping to keep critical services running smoothly.

You will diagnose issues, use remote tools, log and track incidents in our ticketing system, and contribute to documentation and process improvements while upholding security standards and strong user support.

Qualifications

• Provides first-line technical support for incidents, service requests, and queries.
• Able to diagnose and resolve IT issues or escalate as needed.
• Strong written and verbal communication for user updates and documentation.

Responsibilities

• Provide first line IT support via phone, email, and in person.
• Diagnose, troubleshoot, and resolve technical issues or escalate to specialists.
• Use remote tools to assist users and restore services.
• Manage incidents through IT ticketing systems with accurate records.
• Perform system administration tasks across core and legacy systems.
• Configure and support IT equipment in line with security standards.
• Create and maintain clear documentation for knowledge sharing.

Skills

Customer service

Troubleshooting

Communication skills

Organised

Tools

Ticketing systems

IT support tools

Job description

We welcome applications from individuals wishing to work on a part-time basis and are willing to consider flexible working patterns subject to business need.

About the Role

We are seeking a motivated and customer-focused IT Service Support Analyst to join our IT team. This role is at the heart of supporting officers and staff across the organisation, providing technical assistance for a wide range of applications, systems, and IT equipment. You will play a key role in ensuring users receive prompt and effective support, helping to maintain the reliable operation of critical technology services.

What You'll Be Doing

• Providing first line technical support for IT incidents, service requests, and queries received via phone, email, and in person.
• Diagnosing and resolving technical issues, applying fixes where possible and escalating more complex problems to specialist teams or third-party providers.
• Using remote support tools to assist users across the force and restore services quickly and effectively.
• Managing and updating incidents and requests through IT ticketing systems, ensuring accurate records and clear communication with users.
• Carrying out system administration and administrative tasks across a range of core and legacy systems.
• Configuring and supporting IT equipment and software in line with organisational standards, security requirements, and business needs.
• Creating and maintaining clear documentation to support knowledge sharing and continuous improvement.

Why This Role Matters

Technology plays a vital role in enabling frontline policing and business operations. As an IT Service Support Analyst, you will help ensure officers and staff have access to the tools, systems, and support they need to work effectively. Your ability to resolve issues quickly and provide excellent customer service will directly contribute to operational efficiency and service delivery across the organisation.

What We're Looking For

We are looking for someone who:

• Has strong customer service skills and enjoys helping others solve technical problems.
• Can diagnose and troubleshoot IT issues in a structured and logical manner.
• Has experience using a variety of IT systems, applications, and support tools.
• Is organised and able to manage multiple tasks and priorities effectively.
• Communicates clearly and professionally, both verbally and in writing.
• Builds positive working relationships with colleagues and stakeholders.
• Demonstrates initiative, a strong work ethic, and a commitment to delivering high-quality support.
• Upholds organisational values and professional standards at all times.