Senior IT Service Desk Analyst

Job specification

Location:

Swindon

Hours:

37 hours per week

Contract type:

Permanent

Salary:

£30,296 p.a. plus benefits

Closing date:

03/05/2024

Job reference:

RNR002224

Interview date:

10/05/2024

Date posted:

19/04/2024

At Swindon Borough Council, we want our town to be the best it can be. Our ambitious vision is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.

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Your next role

We are looking for a Senior IT Service Desk Analyst to join an established Service Desk team supporting the user base of Swindon Borough Council. The successful applicant will have a minimum of 1 years’ experience and proven IT and customer service skills.

You will act as deputy for the Team Leader and support with mentoring and developing the team, along with assisting with answering calls and dealing with customers during busy periods. The team’s normal working hours are 8am to 4pm, Mon to Fri with occasional work outside these hours as required.

This is an exciting opportunity to join a busy team working in a fast-paced environment to deliver modernisation and improve operations and services to benefit the residents of Swindon.

Skills required include:

Strong customer services experience in a call-centre based environment
Excellent verbal and written communication skills
1 year or more experience working on an IT Service Desk
Strong troubleshooting and problem-solving skills
Active Directory
Office 365 administration
Windows InTune and Endpoint Manager
Mitel telephony an advantage
ITIL, ITSMs and working to SLAs, KPIs and OLAs
Mentoring staff
Process documentation for customers and colleagues

If you have a customer focused, hands-on, pro-active approach to IT support then this is an opportunity to join a great team.

You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).

Your next package

Please see our Rewards and Benefits offer for more details.

As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.

For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon together. And you’ll be proud to say it was made better with you.

Please see our Vision and Values page for more details.

Your next steps

Read the role profile and select the Apply button where you will be redirected to the Swindon Borough Council website to complete our online application process. Clicking the ‘Apply’ button on this job website is not an application, you must register on the Swindon Borough Council website in order to be considered for the role.

Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.

For further information about the role please contact Ed Franklin, Service Desk Team Leader at efranklin2@swindon.gov.uk

If you are experiencing technical issues submitting your application please email resourcing@swindon.gov.uk