Service and Support Analyst

To provide a high-quality, customer-focused first point of contact for technical IT support across the council, including staff and councillors.

The role provides on-site technical expertise and excellent communication to ensure incidents and service requests are resolved quickly and effectively, contributing to a modern, efficient, and digital-first council

• Deliver First-Line Technical Support Provide professional, responsive, and customer-focused first-line IT support via the Helpdesk, resolving incidents and requests across hardware, software, and council business systems. Strive for first‑time resolution to minimise downtime and maintain business continuity, particularly in a hybrid working environment.
• Manage the Request and Incident Lifecycle Log, prioritise, and track all incidents and service requests accurately through the IT service management system. Maintain clear, detailed records of fault investigations, actions, and resolutions to support transparency and knowledge sharing.
• Apply Technical Expertise and Privileged Access Use technical skills and privileged tools (e.g. Active Directory, system consoles, and remote management tools) to administer user accounts, configure devices, install and support applications, and apply approved fixes in line with IT policies and security standards.
• Provide User Guidance and Onsite Support Deliver routine advice, demonstrations, and hands‑on assistance to users across all council sites, including offices, depots, and mobile locations. Support users with varying levels of IT experience through clear, patient, and effective communication.
• Manage Assets and Licences Maintain accurate records of hardware and software assets, ensuring compliance with licensing and replacement policies. Support the deployment and recovery of end‑user devices.
• Develop and Maintain Self‑Serve Resources Create, review, and update online help materials, FAQs, and knowledge base articles to empower users and promote self‑service as the first option for resolving common issues.
• Support Information Security and Compliance Uphold the council’s information security, data protection, and UK GDPR standards. Report security incidents or breaches promptly and ensure all activity aligns with confidentiality, integrity, and availability principles.
• Administer Access and Permissions Manage user access, group memberships, and system permissions in accordance with IT governance and access control procedures. Support the starter and leaver process.
• Proactive Monitoring and Issue Management Monitor systems and devices proactively to identify potential issues or performance concerns. Undertake early interventions and preventive maintenance to minimise service disruption.
• Support IT Projects and Change Activity Assist with testing, deployment, and user engagement for IT projects and change initiatives. Provide feedback on user impacts, technical issues, and opportunities for service improvement.
• Analyse Trends and Prevent Recurrence Investigate recurring incidents, analyse root causes, and document lessons learned. Work collaboratively with technical teams to prevent reoccurrence and improve system reliability.
• Monitor Service Levels and Customer Satisfaction Work to agreed service level targets, ensuring timely resolution and a consistently positive user experience. Contribute to service performance reporting and continuous improvement initiatives.
• Own and Escalate Problems Effectively Take ownership of incidents through to resolution, ensuring users are kept informed throughout. Escalate appropriately to second‑line or specialist teams where required, maintaining accountability for overall customer satisfaction.
• Drive Continuous Improvement Use operational insight and customer feedback to identify opportunities for process, system, and service enhancements. Contribute actively to ongoing service development and team learning.
• Collaborate Across the ICT Service Work closely with service and support engineers, project teams, and other ICT colleagues to ensure cohesive service delivery and consistent technical standards across the council.

• Proven experience working in an…