Public Sector ICT Service Desk Analyst – Contract

Civic Recruitment Limited; Esher; On-site; GBP 1,791,000 - 2,480,000; Full time

Job summary

Civic Recruitment Limited is seeking an ICT Service Desk professional to provide high-quality support for Windows 11, Microsoft 365, Teams, and SharePoint across 400+ end users in a local authority environment. You will install and maintain laptops, mobile devices, and peripherals, manage user access, and assist with ICT administration and vendor coordination.

The role requires prior ICT service desk experience, strong communication skills, and a willingness to work a shift rota across multiple

Qualifications

• Experience in an ICT support or Service Desk environment.
• Experience supporting Windows 11, Microsoft 365, Teams, SharePoint, laptops, mobile devices and telephony solutions.
• Experience with mobile device management, including Microsoft Endpoint Manager.
• Strong customer service, communication, and interpersonal skills.
• Ability to diagnose and resolve hardware and software issues using a logical and analytical approach.
• Experience working with service management processes and ticketing systems.
• Ability to follow procedures accurately and maintain detailed records and documentation.
• Well organized with strong attention to detail and the ability to manage competing priorities.
• Ability to work collaboratively within a team and share knowledge effectively.
• Willingness to work a shift rota and provide additional cover when required.
• Full UK driving licence and access to a vehicle during working hours.
• Basic DBS clearance.
• Educated to GCE A Level standard or equivalent.
• Experience supporting users across multiple sites and locations.
• Experience within a local government or public sector ICT environment.

Responsibilities

• Provide 1st and 2nd line ICT support for Windows 11, M365, Teams, SharePoint, laptops and mobile devices.
• Resolve incidents and service requests via the ICT Service Desk within SLAs.
• Assist users via phone, email, remote support, and in person.
• Install, configure, maintain and troubleshoot laptops, docking stations, monitors, and audiovisual equipment.
• Manage user accounts, passwords, access permissions, and email security processes.
• Configure and manage iPhones and iPads using Apple Business Manager and Microsoft Endpoint Manager.
• Deliver ICT induction training and ongoing staff guidance.
• Maintain documentation, knowledge articles, asset records, and software licences.
• Coordinate with third-party suppliers to resolve issues and deliver services.
• Support ICT administration including stock management, purchase orders, and asset register updates.
• Participate in shift rota to ensure Service Desk coverage at remote locations.
• Identify opportunities to improve customer experience and ways of working.

Skills

Customer service

Communication

Interpersonal skills

Teamwork

Attention to detail

Problem solving

Time management

Education

GCE A Level

Tools

Microsoft Endpoint Manager

Windows 11

Microsoft 365

Teams

SharePoint

Service desk software

Job description

Civic Recruitment Limited is seeking an ICT Service Desk professional to provide high-quality support for Windows 11, Microsoft 365, Teams, and SharePoint across 400+ end users in a local authority environment. You will install and maintain laptops, mobile devices, and peripherals, manage user access, and assist with ICT administration and vendor coordination.

The role requires prior ICT service desk experience, strong communication skills, and a willingness to work a shift rota across multiple