> Markdown version of [/jobs/ext/1214681-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/1214681-it-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** Bristol City Council - **Location:** Bristol, UK - **Contract:** Permanent contract - **Skills:** Data Logging, Information Technology - **Published:** July 9, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a2350cd65ee2dbc4 ## About the Role An exciting opportunity has arisen within the IT Service Desk team for a motivated and well-organised individual to join us on a permanent basis. We are seeking an enthusiastic, self-motivated, and highly organised individual with a flexible approach to work. You should have a solid understanding of IT systems and a strong commitment to delivering excellent customer service. This is a fast-paced role, requiring the ability to work efficiently under pressure while maintaining attention to detail and a high standard of service., * Ability to work effectively under pressure in a fast-paced environment. * Demonstrates an understanding of equality, diversity, and inclusion, in line with Bristol City Council's Equality and Equal Opportunities Policy. * Strong written and verbal communication skills. * Confident in providing technical support over the phone in a professional and helpful manner. * Excellent problem-solving skills, with the ability to think logically and analytically. * Flexible and adaptable, with the ability to multitask and remain productive during both busy and quieter periods. * Familiarity with ITIL principles and an understanding of service levels (SLA/OLA). * A strong team player who can also work independently with minimal supervision. ## Description As the first point of contact for all users contacting the IT Service Desk, you will play a vital role in supporting colleagues across the organisation. You will respond to incoming calls, emails, and tickets, accurately logging and managing each request within our service management system. Using your technical knowledge and access to the knowledge base, you will aim to resolve incidents and service requests at first contact wherever possible. Where necessary, you will escalate unresolved issues to second or third-line support teams, ensuring clear and effective communication throughout. The role also includes desktop support and troubleshooting across a range of areas, including software, hardware, networks, and telecommunications. You will need strong technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with colleagues, particularly within second-line teams. Excellent communication and interpersonal skills are essential, as you will interact with staff at all levels via telephone, the Service Desk portal, and in person (by appointment). A solid understanding of the ITIL framework is essential, and you will be part of a team committed to developing and maintaining best practice service standards., * Deliver high-quality customer service and user support as the primary point of contact. * Respond promptly to queries via phone, email, and the IT Service Desk portal. * Log and track all service requests and incidents accurately using the call management system. * Follow agreed procedures and contribute to the continuous improvement of service desk processes. * Work effectively with second- and third-line support colleagues to resolve more complex issues. * Take full ownership of incidents and service requests, managing them through to resolution. ## Related Videos - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)