Senior Service Desk Analyst

We Manage Jobs(WMJobs); Dudley; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local council in Dudley is seeking a Senior Service Desk Analyst to provide outstanding IT support and lead the digital services team. The ideal candidate will have proven experience in a fast-paced IT service desk environment, strong knowledge of ITIL best practices, and excellent communication skills. This role promotes a commitment to customer service excellence and offers a hybrid work model.

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

IT service desk experience

ITIL best practices

Communication skills

Customer-focused mindset

Job description

Overview

Join Our Digital Services Team as a Senior Service Desk Analyst

Are you passionate about delivering outstanding IT support and leading by example? Dudley Council is looking for a Senior Service Desk Analyst to help shape the future of our digital services.

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

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

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

Location: Dudley/Hybrid

Grade: 7

DBS Check: Basic required

Apply now and be part of a team that values innovation, collaboration, and professional growth.

Note on application process – The recruitment system has changed. You’ll need to register and create a profile the first time you apply. If you use a personal email to create a profile, once you’ve registered just return to the job advert to log in and apply.

To demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process, personal data will be anonymised when you apply. Please remove your name and date of birth from any attachments prior to uploading them.

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 and/or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or [e-mail] who can support with Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via [e-mail]

If you are experiencing a problem whilst applying for a position, please follow the WM Jobs Help Page in the first instance. If the Help Page does not resolve the issue please contact the HR Resourcing Team via [e-mail]

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so.

The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications.

Attachments

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