Service Desk Analyst

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 to £ 39,513 per annum

We are looking for a Service Desk Analyst to join our Technology team and provide first-line ICT support across the Council.

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 Director's and Members by accurately recording
and resolving various ICT enquires/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.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk