At a Glance
- Tasks: Provide first-line technical support and resolve IT issues for end users.
- Company: Join the IT Operations team at Adur & Worthing Councils.
- Benefits: Generous leave, local government pension, training opportunities, and flexible working options.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact by enhancing user experience with reliable tech solutions.
- Qualifications: Strong customer service skills and understanding of IT hardware/software.
The predicted salary is between 28598 - 31022 £ per year.
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, fulfil hardware/software requests, and elevate 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.
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.
IT Service Desk Analyst in Worthing employer: Adur & Worthing Councils
Adur & Worthing Councils is an excellent employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With generous leave entitlements, flexible working options, and a commitment to diversity, employees can thrive in their roles while contributing to meaningful local governance in the vibrant community of Worthing. Join us in shaping sustainable development and making a real impact in the lives of residents.
Contact Details:
Adur & Worthing Councils Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Worthing
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adur & Worthing Councils. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adur & Worthing Councils before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IT Service Desk Analyst in Worthing
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adur & Worthing Councils:Your cover letter is your chance to shine! Tell us why you want to work at Adur & Worthing Councils specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adur & Worthing Councils!
How to prepare for a job interview at Adur & Worthing Councils
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
