IT Field & Service Analyst

Hays are working with a large public sector organisation to recruit two IT Service Analysts to join their customer support function. This is a hands-on, customer-focused role supporting colleagues across a busy corporate environment, providing a mix of remote service desk support, face-to-face assistance and field-based support across local sites.

Your new role

You will work as part of the IT Service Desk and Customer Support Team, providing first and second line support to users by telephone, email, remote support tools and in person. You will log, manage and resolve tickets through the organisation’s service desk system, supporting day-to-day business-as-usual activity as well as new starters, leavers, device loans, kit collection and equipment provisioning.

The role will be based at the physical service desk initially at County Hall, where colleagues can attend for in-person IT support. You will also provide flexible support alongside the field services team, travelling to other sites across the county when required to deliver on-site assistance from their Holton Wheatley Depot, support device deployments and help ensure users remain connected and productive.

Key responsibilities

• Provide 1st and 2nd line IT support via phone, email, remote tools and face-to-face contact.
• Log, update and resolve incidents and service requests through the ticketing system.
• Support new starters, leavers, equipment loans, device collection and general BAU service desk activity.
• Assist with laptop, mobile and peripheral setup, including deployment of pre-loaded replacement machines.
• Support a Windows 11 and Microsoft 365 environment, including Teams and other business applications.
• Provide on-site support across county locations when required, working alongside the field services team.
• Support hardware refresh activity across Lenovo and legacy Dell devices, as well as Samsung mobile rollout activity.
• Escalate complex issues where required while keeping users informed throughout.

• Previous experience in an IT Service Desk, IT Support, Desktop Support or 1st/2nd Line Support role.
• Strong customer service skills and the ability to support technical and non-technical users.
• Experience troubleshooting Windows devices, Microsoft 365, Teams, mobile devices and common business applications.
• Confident working with ticketing systems and maintaining accurate incident/request records.
• Experience setting up laptops, mobiles and user equipment would be highly beneficial.
• A flexible approach, with the ability to provide both desk-based and on-site support.
• Access to your own transport and willingness to travel to sites across the county when required.

This is an excellent opportunity to join a busy and supportive public sector IT function in a varied role combining service desk, customer-facing and field support responsibilities.

• The rate will be £22.36 - £24.47 umbrella per hour DOE
• There is a temp to permanent opportunity with a salary ranging from £34,434 - £37,280 p/a
• Benefits: Includes access to the Local Government Pension Scheme (with employer contributions up to 19.9%) and up to 33 days of annual leave inc bank holidays
• Mileage will be paid at 55p per mile for approved site travel
• You will gain exposure to a broad technology environment including Windows 11, Microsoft 365, Teams, laptops, mobiles and hardware refresh activity.