IT Service Desk Analyst

Post title

IT Service Desk Analyst

Post No

43027

Salary

Starting from £28,598 to £31,022 per annum

Grade

4

Hours

37.5

Place of work

Worthing Town Hall - Minimum of 4 days per week in the office

Closing date

Sunday 23rd August

Interviews

Week commencing 31st August

An exciting opportunity has arisen for an IT Service Desk Analyst to join the IT Operations team for Adur & Worthing Councils.

Please note: This role is based in Worthing Town Hall, with a minimum office attendance of 4 times a week.

Are you a proactive problem-solver with a passion for delivering exceptional customer support? We are looking for an IT Service Desk Analyst to provide efficient, professional first-line technical support and help empower our organisation with reliable technology solutions.

In this role, you won't just be answering calls, you will be the primary point of contact for our end users, taking ownership of incidents, diagnosing hardware and software issues, and driving first-contact resolutions. Working collaboratively within a dynamic, fast-paced environment, you will play a critical role in maintaining high customer satisfaction and supporting the smooth operation of our IT infrastructure.

Key Responsibilities

• First-Line Technical Support: Act as the first point of contact to log, diagnose, categorise, and manage incidents and service requests in line with service level agreements (SLAs).

• Problem & Incident Management: Investigate IT issues using diagnostic tools, fulfill hardware/software requests, and escalate high-priority incidents to facilitate rapid resolution.

• Customer & Service Excellence: Deliver high-quality, customer-focused support with clear communication throughout the resolution process, contributing to a positive user experience.

• Asset & User Administration: Manage IT-related aspects of employee onboarding/offboarding, build and provision hardware, and accurately track IT assets throughout their lifecycle.

• Continuous Improvement: Contribute to the IT knowledge base, monitor system health, and suggest process enhancements to optimize service delivery.

What We Are Looking For

• A dynamic Individual who excels at customer service and is adept at problem solving.

• Solid understanding of core IT hardware (laptops, tablets, smartphones) and standard software suites (such as Google Workspace/ MS Office).

• Excellent communication, active listening, and relationship-building skills with a strong customer first orientation.

• A logical, systematic approach to troubleshooting and problem solving under fast paced conditions.

• Strong organisational skills with the resilience and adaptability to thrive both independently and collaboratively within a team.

NB. This role is based on site at Worthing Town Hall and can be worked in line with our Blended

Staff are our most important asset, and we therefore have a benefit package which reflects our continuing commitment to our employees. This includes:

• Generous leave entitlement; a minimum of 25 days + Bank Holiday entitlement

• Local Government Pension

• Training & development opportunities

• Occupational Health & Employee Assistance Programme (EAP)

• Flexible & blended working options

We are committed to promoting a diverse and inclusive community—a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognising their responsibility to value and respect each other’s contributions. Standards of conduct must be of the highest level to ensure that no one is harassed, bullied, or victimised. We offer a range of family-friendly, inclusive employment policies and staff engagement forums, and are keen to hear from applicants from a variety of different backgrounds.