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# IT Service Desk Analyst

- **Company:** Adur & Worthing Councils
- **Location:** Worthing, UK
- **Experience:** Expert
- **Salary:** £31,537.0 - £36,363.0
- **Contract:** Permanent contract
- **Skills:** Network Troubleshooting, Software Maintenance, Elearning, Diagnostic Tools, Laptops
- **Published:** August 28, 2026
- **Apply:** https://www.careerjet.co.uk/job/gbadc06be6a7dab96276d8c95415f297e0/eaa

## About the Role

Demonstrable experience in a technical support role, with a background troubleshooting hardware, software, and remote systems.
Proven experience supporting, coaching, or training colleagues within an IT Service Desk setting.
Excellent technical understanding of IT hardware (laptops, mobile devices), core software suites, and diagnostic tools.
Exceptional communication and customer service skills, with a calm approach when handling complex issues under pressure.
Systematic problem-solving abilities with high attention to detail regarding SLA compliance and asset tracking.

## Description

An exciting opportunity has arisen for a Senior IT Service Desk Analyst to join the IT Operations team for Adur & Worthing Councils.
Are you an experienced IT professional with excellent troubleshooting skills and a passion for mentoring others? We are looking for a Senior IT Service Desk Analyst to deliver high-quality support and serve as a key technical escalation point for our service desk team.
In this role, you will provide both first and second line technical support, handling complex queries while supporting and guiding Service Desk Analysts. From managing system setups to creating engaging digital training resources, you will play a vital role in keeping our workforce connected and optimising our digital Infrastructure.
Please note: This role is based in Worthing Town Hall, with a minimum office attendance of 4 days a week., Technical Support & Escalation: Provide first and second-line support, acting as a technical escalation point for Service Desk Analysts to resolve complex hardware, software, and networking issues within agreed SLAs.
Team Guidance & Mentorship: Provide support, guidance, and coaching to team members to aid in incident resolution and build team capability.
Digital Training & Resources: Produce high-quality, engaging video guides with professional voiceovers to support organizational digital training needs.
Operations & Incident Management: Manage requests, log and diagnose incidents, monitor systems proactively, and coordinate with the Team Leader to manage major incidents.
Asset & Lifecycle Management: Oversee hardware installations, employee onboarding/offboarding technical setups, asset tracking, and software maintenance according to organisational standards.


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