Service Desk Analysts

North East Combined Authority; North East; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

North East Combined Authority’s Digital Services team is seeking two Service Desk Analysts to provide ICT support to corporate and external customers and schools in and outside County Durham. One post is part time (22.5 hours) and the other is full time (37 hours per week).

You will join a team delivering a professional, courteous service, logging calls to a high standard and using ICT to assess and resolve incidents, escaping to second line support when needed, and assisting senior managers to

Qualifications

• NVQ Level 3 or equivalent qualification.
• Ability to effectively communicate with different audiences.
• Demonstrate ICT experience in a related area.

Responsibilities

• Provide ICT support to corporate and external customers and schools in and outside County Durham.
• Log calls to a qualitative standard and assess incidents to provide accurate solutions.
• Escalate to second level support when needed.
• Support the Head of Service and senior managers to sustain a high-quality ICT service.

Education

NVQ Level 3 or equivalent qualification

Job description

A vacancy has arisen within Digital Services for two Service Desk Analysts to provide ICT support to corporate and external customers and schools in and outside County Durham. The posts are temporary to cover periods of maternity leave for approximately one year or until the return of the post holders from maternity leave whichever is sooner.

One of the posts is part time working 22.5 hours, the other is full time working 37 hours per week.

WHAT IS INVOLVED?

You will work as part of a team of analysts providing a professional and courteous service to customers. The main purpose of the role is to support the Head of Service and other senior managers to sustain a quality, efficient and effective ICT service and to contribute towards the development and direction of ICT Services.

These posts are based within a team providing technical user support; ensuring calls to the Service Desk are logged to a qualitative standard. You will be expected to use technology appropriately to make an initial assessment of user incidents and service requests and to provide an accurate solution. In the case that the Service Desk Analyst is unable to provide a solution to the problem, they would be required to escape to second level support.

We encourage you to contact Lisa Forster via email at [e-mail] to arrange an informal discussion about the role.

WHAT WILL I NEED?

You should have NVQ Level 3 or equivalent qualification together with the ability to effectively communicate with different audiences and be able to demonstrate ICT experience in a related area.

Please refer to the attached person specification for the full criteria.

If successful, you will be required to apply for a Basic Disclosure.

INTERVIEWS

Interviews will be held week commencing 7th December 2026.

We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.

OUR OFFER TO YOU

We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years' continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website.

Rewards and benefits are subject to individual terms and conditions.

EQUALITY, DIVERSITY, AND INCLUSION

We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement.

We welcome applications from everyone and make employment decisions based on skills and ability.

As a Disability Confident Leader, we actively encourage applications from disabled and neurodivergent people and offer support throughout the recruitment process.