Service and Support Analyst

Join to apply for the Service and Support Analyst role at Norwich City Council

Base pay range:
Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

• Deliver first‑line technical support via the Helpdesk, resolving incidents and requests across hardware, software and council business systems.
• Manage the request and incident lifecycle by logging, prioritising and tracking all incidents accurately through the IT service management system.
• Apply technical expertise and privileged access using tools such as Active Directory, system consoles and remote management to administer user accounts and configure devices.
• Provide user guidance and onsite support across all council sites, delivering routine advice, demonstrations and hands‑on assistance to users.
• Manage assets and licences, maintaining accurate records and ensuring compliance with licensing policies.
• Develop and maintain self‑serve resources, creating and updating online help materials, FAQs and knowledge base articles.
• Support information security and compliance, upholding the council’s information security, data protection and UK GDPR standards.
• Administer access and permissions, managing user access, group memberships and system permissions in line with IT governance.
• Conduct proactive monitoring and issue management, identifying potential performance concerns and undertaking preventive maintenance.
• Support IT projects and change activity, assisting with testing, deployment and user engagement for IT projects and change initiatives.
• Analyse trends and prevent recurrence by investigating recurring incidents, analysing root causes and documenting lessons learned.
• Monitor service levels and customer satisfaction, ensuring timely resolution and a consistently positive user experience, and contributing to service performance reporting.
• Own and escalated problems effectively, taking ownership to resolution and escalating to second‑line or specialist teams as required.
• Drive continuous improvement, using operational insight and customer feedback to identify opportunities for process, system and service enhancements.
• Collaborate across the ICT service, working closely with service and support engineers, project teams and other ICT colleagues to ensure cohesive service delivery.

• Proven experience in an IT Helpdesk or technical support role, providing first‑line assistance across a range of systems.
• Experience diagnosing, troubleshooting and resolving technical issues across hardware, operating systems and applications, with a focus on first‑time fixes.
• Strong knowledge of Microsoft Windows, Microsoft 365 (Outlook, Teams, Office applications) and other common business software.
• Practical knowledge of Active Directory, Group Policy and user account administration.
• Solid understanding of computer hardware, operating systems, applications and basic networking.
• Experience using IT service management tools to log, track and manage incidents accurately.
• Ability to deliver professional, customer‑focused IT support remotely and in person, maintaining clear communication throughout.
• High level of IT literacy and technical competence, applying knowledge articles and troubleshooting processes effectively.
• Excellent verbal and written communication skills, explaining technical concepts clearly and without jargon.
• Excellent attention to detail, proactive approach to identifying, prioritising and resolving issues.
• Good analytical skills, interpreting data and applying creative problem‑solving approaches.
• Ability to manage a busy workload while delivering high‑standard results and meeting service targets.
• Enthusiastic, adaptable, willing to embrace new challenges and technologies.
• Effective team player, sharing knowledge, mentoring colleagues and collaborating across departments.
• Occasional weekend and evening work may be required.
• Requirement to be office based.
• Full UK driving licence.

• Excellent standard of general education, demonstrating literacy, numeracy and IT competence.
• Relevant professional or technical qualification in IT support (e.g., CompTIA A+, Level 3 IT Diploma) or equivalent…