Senior Service Desk Analyst

Dudley Council; Dudley; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local government organization in Dudley is seeking a Senior Service Desk Analyst. This role involves supervising operations, providing technical support, and promoting excellent customer service. Ideal candidates will have experience in an IT service desk environment and familiarity with ITIL practices. The position supports a hybrid working model and contributes to the council's digital transformation efforts.

Qualifications

• Proven experience in a fast-paced IT service desk environment.
• Strong knowledge of ITIL best practices (ITIL Foundation preferred).
• Excellent communication and troubleshooting skills.
• A proactive, customer-focused mindset.

Responsibilities

• Supervise day-to-day operations and support delivery.
• Lead by example in providing first-line technical support.
• Champion customer service excellence across all channels.
• Promote self-service and proactive problem-solving.
• Collaborate with teams to drive continuous improvement.

Skills

Technical support

ITIL best practices

Communication skills

Customer-focused mindset

Job description

Overview

Join Our Digital Services Team as a Senior Service Desk Analyst. Dudley Council is looking for a Senior Service Desk Analyst to help shape the future of our digital services.

Location: Dudley/Hybrid • Grade: 7 • DBS Check: Basic required

Responsibilities

• Supervise day-to-day operations and support delivery
• Lead by example in providing first-line technical support
• Champion customer service excellence across all channels
• Promote self-service and proactive problem-solving
• Collaborate with teams to drive continuous improvement

Requirements / Qualifications

• Proven experience in a fast-paced IT service desk environment
• Strong knowledge of ITIL best practices (ITIL Foundation preferred)
• Excellent communication and troubleshooting skills
• A proactive, customer-focused mindset

Additional Information

This is your opportunity to make a real impact in a forward-thinking council committed to digital transformation and service excellence.

We are committed to diversity and inclusion and to improving bias in the recruitment process. Personal data will be anonymised when you apply. Please ensure you remove your name and date of birth from any attachments prior to uploading.

Online application forms will be accepted for this vacancy. Online facilities for jobs are available at public libraries within the Dudley Borough. If you require support completing an online or paper application form or interview techniques, please contact Dudley Adult and Community Learning at 01384 818 143 or [e-mail]. If you have a disability and require assistance, please contact the HR Resourcing Team via [e-mail].

If you are experiencing a problem while applying, please visit the WM Jobs Help Page at https://help.wmjobs.co.uk/ and if unresolved, contact the HR Resourcing Team.

Dudley Council will check the information you provide and may share information as needed to protect public funds and prevent or detect crime, where the law allows. The Privacy and Disclaimer Statement is available at https://www.dudley.gov.uk/privacy-disclaimer-statement/.

Attachments

• Employee Benefits List.pdf
• Senior Service Desk Analyst Person Specification.docx
• Senior Service Desk Analyst Job Description.docx

Company

About Dudley Council — an organisation undergoing multi-million-pound regeneration and committed to delivering services in partnership with communities. For more information see the Dudley Borough Plan and Vision.