Service Desk Analyst: 1st/2nd Line ICT Support

Derbyshire County Council; Matlock; On-site; GBP 25,000 - 35,000; Full time

Job summary

A public service council in England is seeking a motivated Service Desk Analyst to join their Service Delivery Team. The ideal candidate will provide first-line support, manage incidents using Service Desk Management Tools, and develop knowledge articles. The role requires strong IT background and excellent communication skills. A relevant degree or ICT qualification is essential, along with ITIL certification. This position offers an opportunity to enhance digital service delivery while maintaining high user satisfaction.

Qualifications

• Experience in ICT 1st and 2nd line support.
• Ability to critically analyse and evaluate complex data.
• Experience in developing and maintaining knowledge articles.

Responsibilities

• Provide first-line ICT support for digital services.
• Utilise Service Desk Management Tool to log incidents.
• Develop and update knowledge articles.

Skills

Experience in an IT environment

Technical support for critical systems

Strong problem-solving skills

Excellent communication skills

Education

Relevant degree or equivalent ICT qualification

ITIL 4 Foundation certification

Tools

Service Desk Management Tool

Job description

A public service council in England is seeking a motivated Service Desk Analyst to join their Service Delivery Team. The ideal candidate will provide first-line support, manage incidents using Service Desk Management Tools, and develop knowledge articles. The role requires strong IT background and excellent communication skills. A relevant degree or ICT qualification is essential, along with ITIL certification. This position offers an opportunity to enhance digital service delivery while maintaining high user satisfaction.