IT Service Desk Analyst

As an IT Service Desk Analyst, you will provide both first- and second-line technical support to council staff. You will manage and resolve a wide range of IT incidents and service requests, ensuring that all tickets are accurately logged and progressed within agreed SLAs.

Lewisham Council are seeking an experienced and customer-focused IT Service Desk Analyst to join their on-site support team for an initial three-month contract. This is an excellent opportunity for someone who enjoys hands-on technical support, thrives in a fast-paced environment, and is committed to delivering a high-quality service to users across the organisation., You will be responsible for troubleshooting issues directly, documenting solutions clearly, and escalating more complex problems to third-line teams where necessary. Strong communication skills are essential, as you will interact regularly with users, stakeholders, and third-party providers, ensuring a professional and efficient support experience., * Experience working on a Service Desk or in an on-site IT support role

• Proven ability to use ticketing systems to log, manage, and monitor incidents
• Experience working to and meeting SLAs
• Confident delivering first and second line troubleshooting
• Strong customer service skills with the ability to communicate clearly and professionally
• Solid working knowledge of Intune and Active Directory

Desirable:

• Understanding of the ITIL framework
• Evidence of continued professional development