Service Desk Analyst

Islington Council; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local government council in London is seeking a Service Desk Analyst for a six-month secondment. The role involves delivering high-quality IT services and supporting over 5,000 staff. Ideal candidates will have strong technical skills in Microsoft 365, Active Directory, and customer service. Opportunities for growth and development are included, along with competitive benefits.

Benefits

Up to 31 days leave per year

Flexible working arrangements

Learning and development opportunities

Competitive pay with London Living Wage

Excellent local government pension scheme

Cycle to Work scheme

Discounted gym memberships

Responsibilities

• Deliver reliable IT services to over 5,000 staff.
• Work closely with the Service Desk Team Leader.
• Provide excellent customer service.

Skills

Proficiency in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

Experience with Active Directory

Familiarity with ITSM tools

Basic understanding of network troubleshooting

Knowledge of Windows 11 support

Ability to support hardware and peripheral devices

Understanding of remote support tools

Job description

About The Role

We currently have a vacancy for a Service Desk Analyst, reporting directly to Ruhul Choudhury (Service Desk Team Leader), which we are pleased to offer as a six‑month secondment opportunity. This role involves working closely with the Service Desk Team Leader to deliver reliable, high‑quality IT services to over 5,000 staff across the Council. Success in this role is driven by a commitment to excellent customer service and the effective execution of key activities that support our users' needs. You’ll be joining a professional team where the work is both varied and rewarding.

Key Technical Skills Required

• Proficiency in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Experience with Active Directory (user account management, password resets)
• Familiarity with ITSM tools (Hornbill)
• Basic understanding of network troubleshooting (Wi‑Fi, VPN, connectivity issues)
• Knowledge of Windows 11 support and troubleshooting
• Ability to support hardware and peripheral devices (laptops, printers, mobile phones)
• Understanding of remote support tools (e.g., SCCM, TeamViewer, and Intune)

If you’re interested or would like more information, please do not hesitate to get in touch.

Working for the team, service and our organisation

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t be clearer: we serve. It’s in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about.

Our offer to you

We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Our staff benefits include:

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35‑hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!

Please note:

Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Workforce Equality, Equity, Diversity and Inclusion Statement

We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero‑tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone’s identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

The post is subject to

a qualifications check and 3/5 years referencing.

Disability Confident Scheme

Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.