ICT Service Desk Analyst

PLEASE ONLY APPLY IF YOU HAVE PUBLIC SECTOR EXPERIENCE

Job Purpose

To provide high-quality operational and technical support to over 400 end users across the Council ensuring the effective installation configuration maintenance and support of ICT hardware software mobile devices and Microsoft 365 services. The role is responsible for delivering excellent customer service through the ICT Service Desk resolving incidents and service requests and working collaboratively with internal teams and third-party suppliers to maintain reliable ICT services across the organisation.

• Provide 1st and 2nd line technical support for Windows 11 devices Microsoft 365 applications Teams SharePoint mobile devices and associated hardware.
• Monitor manage and resolve incidents and service requests through the ICT Service Desk ensuring compliance with service level agreements (SLAs).
• Deliver support to users via telephone email remote support tools and face-to-face assistance.
• Install configure maintain and troubleshoot laptops docking stations monitors mobile devices peripherals and audiovisual equipment.
• Support the administration and management of user accounts passwords access permissions and email security processes.
• Configure and manage iPhones and iPads using Apple Business Manager and Microsoft Endpoint Manager.
• Provide ICT induction training and ongoing guidance to staff on Council systems and applications.
• Maintain accurate documentation knowledge articles user guides asset records and software licence information.
• Liaise with third-party suppliers and support partners to resolve technical issues and coordinate service delivery.
• Assist with ICT administration including stock management purchase orders invoices and asset register updates.
• Participate in a shift rota to ensure Service Desk coverage and provide support at remote Council locations when required.
• Contribute to continuous service improvement by identifying opportunities to enhance customer experience and ways of working.

• Experience working within an ICT support or Service Desk environment.
• Experience supporting Windows 11 Microsoft 365 Teams SharePoint laptops mobile devices and telephony solutions.
• Experience with mobile device management including Microsoft Endpoint Manager.
• Strong customer service communication and interpersonal skills.
• Ability to diagnose and resolve hardware and software issues using a logical and analytical approach.
• Experience working with service management processes and ticketing systems.
• Ability to follow procedures accurately and maintain detailed records and documentation.
• Well organised with strong attention to detail and the ability to manage competing priorities.
• Ability to work collaboratively within a team and share knowledge effectively.
• Willingness to work a shift rota and provide additional cover when required.
• Full UK driving licence and access to a vehicle during working hours.
• Basic DBS clearance.
• Educated to GCE A Level standard or equivalent.
• Experience supporting users across multiple sites and locations.
• Experience with in a local government or public sector ICT environment.

Location: Civic Centre Esher

Hours per Week: 36 hours

Payment Frequency: Bi-weekly