Senior IT Service Desk Analyst

Adur & Worthing Councils; Worthing; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Generous leave entitlement

Local Government Pension

Training & development

Occupational Health

Employee Assistance Programme (EAP)

Employee resource groups/networks

Buddy Support Programme

Flexible working options

Job summary

Adur & Worthing Councils in Worthing is advertising a Senior IT Service Desk Analyst to join the IT Operations team. You will deliver first and second line support, mentor Service Desk Analysts and act as a technical escalation point.

The role is based at Worthing Town Hall with a minimum of four days per week in the office, 37 hours per week, and a salary starting from £31,537 to £36,363 per annum. Applicants should have strong troubleshooting skills and customer-focused service.

Qualifications

• Experience in technical IT support, including hardware, software and remote systems.
• Ability to coach or train colleagues within an Service Desk context.
• Strong understanding of diagnostic tools and core software suites.

Responsibilities

• Provide first and second-line IT support, acting as a technical escalation point for Service Desk Analysts.
• Mentor and coach team members to improve incident resolution and team capability.
• Create engaging digital training resources and video guides to support training needs.
• Manage incidents, log requests, and coordinate with Team Leader during major incidents.
• Oversee asset management, onboarding/offboarding technical setups and software maintenance.

Skills

Technical support

IT hardware

Communication

Customer service

Problem solving

Job description

Salary

Starting from £31,537 to £36,363 per annum

Grade

Grade 5

Hours

37 hours per week

Place of work

Closing date

th September 2026 at 23:55 pm

Week commencing 21st September 2026

Place of work

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

Closing date

6th September 2026 at 23:55 pm

Interviews

Week commencing 21st September 2026

Post title

Senior IT Service Desk Analyst

Post No

44595

Salary

Starting from £31,537 to £36,363 per annum

Grade

Grade 5

Hours

37 hours per week

Place of work

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

Closing date

6th September 2026 at 23:55 pm

Interviews

Week commencing 21st September 2026

Note

Please note - This role requires a minimum of 4 days per week working in Worthing Town Hall

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

Are you an experienced IT professional with excellent troubleshooting skills and a passion for mentoring others? We are looking for a Senior IT Service Desk Analyst to deliver high-quality support and serve as a key technical escalation point for our service desk team.

In this role, you will provide both first and second line technical support, handling complex queries while supporting and guiding Service Desk Analysts. From managing system setups to creating engaging digital training resources, you will play a vital role in keeping our workforce connected and optimising our digital Infrastructure.

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

Key Responsibilities

• Technical Support & Escalation: Provide first and second-line support, acting as a technical escalation point for Service Desk Analysts to resolve complex hardware, software, and networking issues within agreed SLAs.
• Team Guidance & Mentorship: Provide support, guidance, and coaching to team members to aid in incident resolution and build team capability.
• Digital Training & Resources: Produce high-quality, engaging video guides with professional voiceovers to support organizational digital training needs.
• Operations & Incident Management: Manage requests, log and diagnose incidents, monitor systems proactively, and coordinate with the Team Leader to manage major incidents.
• Asset & Lifecycle Management: Oversee hardware installations, employee onboarding/offboarding technical setups, asset tracking, and software maintenance according to organisational standards.

What We Are Looking For

• Demonstrable experience in a technical support role, with a background troubleshooting hardware, software, and remote systems.
• Proven experience supporting, coaching, or training colleagues within an IT Service Desk setting.
• Excellent technical understanding of IT hardware (laptops, mobile devices), core software suites, and diagnostic tools.
• Exceptional communication and customer service skills, with a calm approach when handling complex issues under pressure.
• Systematic problem-solving abilities with high attention to detail regarding SLA compliance and asset tracking.

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

At Adur & Worthing, we are committed to supporting care leavers, in accordance with the Children (Leaving Care) Act 2000 and the Children and Social Work Act 2017. To that end, we operate a guaranteed interview scheme for anyone meeting the essential criteria of the role they are applying for. In order to be considered for this, you will need to be a care leaver under the age of 25 at the time of application. Please confirm that you are a care leaver in the "Showing how you meet the person specification and job description" section of the application form.

As a Disability Confident employer, we will ensure that a fair and proportionate number of applicants declaring a disability, that meet the essential criteria for this position, will be offered an interview.

Staff Are Our Most Important Asset And We Therefore Have a Benefit Package Which Reflects Our Continuing Commitment To Our Employees. This Includes

Benefits

• Generous leave entitlement; a minimum of 26 days + Bank Holiday entitlement
• Local Government Pension
• Training & development
• Occupational Health
• Employee Assistance Programme (EAP)
• Employee resource groups/networks
• Buddy Support Programme
• Flexible 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, staff engagement forums and are keen to hear from applicants from a variety of different backgrounds.

Fair, Green & Local - Please See Link Below To Our Corporate Plan With Our Key Priorities For Adur And Worthing (2025-2028)

https://www.adur-worthing.gov.uk/fair-green-and-local/