1st Line Support Analyst (Service Desk)

Are you passionate about technology and delivering excellent customer support? West Dunbartonshire Council has an exciting opportunity for a motivated 1st Line Support Analyst to join our ICT Service Desk team. As the first point of contact for ICT support, you will play a key role in resolving hardware and software issues and delivering a high-quality service to users across the organisation. What you'll do o Provide first-line support via phone, live chat and face-to-face channels o Log, manage, and resolve incidents and service requests in line with SLAs and KPIs o Diagnose and troubleshoot hardware, software, and device issues o Deliver onsite support across Council locations where required o Contribute to maintaining a reliable, secure, and cost-effective ICT service

o Strong knowledge of Windows operating systems and common office applications o Familiarity with mobile device management (MDM) tools o Excellent problem-solving skills and the ability to work under pressure o Strong communication and customer service skills o A proactive and flexible approach to supporting users

o Be part of a collaborative and forward-thinking ICT team o Gain exposure to a wide range of technologies and services across the Council o Opportunities for training, development, and career progression o Competitive salary and benefits, including the Local Government Pension Scheme o Access to our flexible working scheme Working both remotely and onsite, this role offers variety, challenge, and the opportunity to make a real impact on the delivery of ICT services across West Dunbartonshire.

WDC was voted one of the top ten flexible employers and prides itself in providing flexible working to support work life balance. In addition to this there are also additional benefits: * Access to the Local Government pension scheme (LGPS) with an employer's contribution of at least 19.3% and all associated benefits * A minimum of 25 days annual leave, increasing a day each year up to 35 days as well as 8 fixed public holidays each year * Access to employee wellbeing supports including occupational health & counselling if ever you need help and support Now that you have read the role and what we have to offer, we would love to hear from you. Please use the application to tell us your experience, and why you are the candidate for this role. For information about West Dunbartonshire Council please click on the following link and see why we are an employer of choice: http://www.west-dunbarton.gov.uk/jobs-and-training/working-for-us/about-us/ More information on the benefits of working within West Dunbartonshire Council, can be found using the following link: http://www.west-dunbarton.gov.uk/jobs-and-training/working-for-us/benefits-of-working-with-us/ o o o o o