ICT Service Desk Analyst

We are working closely with a local authority in Elmbridge to assist with the appointment of an ICT Service Desk Analyst, on a 3-months contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration., The ICT Service Desk Analyst plays a key role in delivering first and second-line ICT support across the Council, ensuring reliable and efficient technology services for over 400 end users. The post holder will provide technical support for Windows 11 devices, Microsoft 365 applications, mobile devices, telephony systems, and associated hardware. Working within the ICT & Digital Services team, the role focuses on delivering excellent customer service, resolving technical issues, maintaining ICT assets, supporting end-user training, and contributing to the smooth operation of the Council's technology infrastructure. Responsibilities:

• Ensure all support requests are accurately logged, updated, and resolved within agreed Service Level Agreements (SLAs).
• Manage user accounts, password resets, account unlocks, access permissions, and related security administration.
• Produce and maintain user guides, knowledge articles, and support documentation.
• Support procurement processes including raising purchase orders, processing invoices, and recording equipment purchases.
• Maintain compliance with Council policies relating to information security, data protection, health and safety, and customer service.

• GCE A-Level education or equivalent qualification. (Desirable)

Essentials:

• Experience working within an ICT Service Desk or technical support environment.
• Experience supporting Windows 11 devices, laptops, mobile devices, and Microsoft 365 applications.
• Experience with mobile device management solutions, particularly Microsoft Endpoint Manager.
• Knowledge of hardware installation, configuration, troubleshooting, and maintenance.