Service Desk Analyst

STROUD DISTRICT COUNCIL; Rodborough; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Job summary

Stroud District Council is seeking a Senior Service Desk Analyst to join the ICT team. This on-site role supports a diverse user base, resolving a range of IT issues and mentoring colleagues to uphold high customer service standards.

You’ll work at Ebley Mill, Stroud, enabling staff and elected Members to deliver essential community services. You will bring experience from an IT Service Desk, strong problem-solving skills, and effective communication to explain technical matters clearly to

Qualifications

• Experience supporting a medium-sized user base using Microsoft technologies and business-critical applications.
• Strong background within an IT Service Desk or technical support environment.
• Able to diagnose, troubleshoot and resolve ICT issues in a timely and effective manner.
• Excellent communication and customer service skills, with the ability to explain technical information clearly to non-technical users.

Responsibilities

• Provide hands-on IT support and issue resolution for diverse technologies.
• Mentor colleagues within the Service Desk to maintain high customer service standards.
• Collaborate with colleagues across the ICT team to ensure smooth service delivery.
• Assist in the ITIL-informed management of incidents and requests where applicable.
• Support staff and elected Members to use technology effectively in community services.

Skills

Microsoft technologies

IT Service Desk experience

Effective communication

ITIL awareness

Job description

Are you an experienced IT professional who enjoys solving problems, supporting colleagues, and delivering excellent customer service? If so, we'd love to hear from you. We're looking for a Senior Service Desk Analyst to join our friendly and supportive ICT team at Stroud District Council. This is an exciting opportunity to play a key role in ensuring our technology services run smoothly, helping colleagues and elected Members to deliver vital services to our communities. About the Role As a Senior Service Desk Analyst, you'll be a key member of our ICT team, providing expert technical support and troubleshooting a wide range of IT issues. You'll work across diverse technologies and services, helping to resolve both routine and complex technical problems efficiently and effectively. In addition to providing hands‑on support, you'll share your knowledge and experience by supporting and mentoring colleagues within the Service Desk team, helping to develop skills and maintain high standards of customer service., A local government reorganisation is planned for Gloucestershire, which may result in changes to structures and services. A timeline for potential change is currently unknown. We are committed to supporting all employees through this transition and ensuring continuity of employment wherever possible. Joining us now means you'll be part of shaping an exciting new chapter for local government. It is important that our staff reflect the diversity of our community, and we therefore welcome and encourage applications from people of all genders and sexual orientation, those from Black, Asian and other minority ethnic backgrounds, and people with disabilities. We welcome applications from neurodivergent candidates and value the diverse lived experiences they bring. We recognise the wide range of cognitive strengths that contribute to delivering high‑quality services. We are committed to ensuring that every applicant can participate fully and fairly in our recruitment process. To support this, we offer workplace adjustments at every stage. Please let us know if you have any additional requirements as we are here to help create a positive, inclusive, and equitable experience for all. Responsible recruitment practices for safeguarding are in place within the Council's HR policies and processes. This is part of our commitment as a Council to safeguard the welfare of vulnerable adults, young people, and children. Stroud District has an energy unlike any other place. It's green and dynamic, climate conscious and motivated, creative and collaborative, and unapologetically ambitious. To find out more about what makes our place, our people and our businesses so special, please follow the link to our dedicated website

About the Role

We're looking for a motivated and customer-focused individual with proven experience in an IT support environment. You'll enjoy working collaboratively, taking ownership of issues, and finding practical solutions that make a real difference to users. You will have:

• Experience supporting a medium-sized user base using Microsoft technologies and business‑critical applications.
• A strong background working within an IT Service Desk or technical support environment.
• The ability to diagnose, troubleshoot and resolve a wide range of ICT issues in a timely and effective manner.
• Excellent communication and customer service skills, with the ability to explain technical information clearly to non‑technical users.
• Experience of working within ITIL service management principles would be advantageous, although this is not essential.

Working Arrangements

This is primarily an on‑site role based at our offices at Ebley Mill, Stroud, where you'll work closely with colleagues and users across the organisation. Therefore, you must be able to travel to this location.

Benefits

This role offers a competitive salary, excellent benefits, and access to the Local Government Pension Scheme with a generous employer contribution.