Service Desk Analyst

Service Care Solutions Ltd; Bedford; Hybrid; GBP 37,000 - 38,000

Job description

Job title – Service Desk Analyst
Location – Bedford, MK42 (minimum 2 days in office)
Contract – Permanent, Full-Time 8am-6pm
Start Date – Asap
Salary - £37,938 per annum

We are looking for a Service Desk Analyst to join our Technology team and provide first-line ICT support. You will be responsible for resolving technical issues, managing service requests, and ensuring high levels of customer satisfaction.

Under direction from the Team Leader Service Desk, provide an efficient, effective and professional ICT Support service to the whole council including Directors and Members by accurately recording and resolving various ICT enquiries/technical issues.

Key responsibilities

• Provide first-line support for all ICT incidents, requests, and changes across the Council and partner agencies.
• Ensure timely resolution of issues, meeting service level agreements (SLAs).
• Manage the user, software, and asset lifecycle, ensuring best value and service quality.
• Monitor system performance and key performance indicators (KPIs).
• Assist with project management under the supervision of the Service Desk Lead.
• Ensure smooth handover of new systems from project to support teams.
• Maintain and develop the Service Desk Knowledgebase.
• Mentor and guide junior team members, fostering a collaborative learning environment.

Essential Criteria

• A-level or equivalent qualification in an IT-related subject.
• Experience supporting desktops, laptops, tablets, smartphones, printers, and servers.
• Knowledge of Microsoft Azure, Office 365, and Microsoft Teams.
• Experience working with networking technologies (DHCP, DNS, TCP/IP).
• Familiarity with virtualisation technologies, SANs, and secure gateways.
• Strong problem-solving skills, with the ability to resolve or escalate technical issues effectively.
• Excellent communication skills, able to support both technical and non-technical users.
• Organised and proactive, with the ability to prioritise tasks and meet deadlines.
• Some experience in IT project management is desirable.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.