Service Desk Analyst (FCS43) in Manchester

Employment Type: Full time Permanent working 35 hours a week

Location: Hybrid · Manchester, UK (Typically 1-2 days per week working from your designated office)

Salary: £28,662 (GBP) final salary pension scheme, generous annual leave, and flexible and hybrid working

Team: Corporate Services

Seniority: Junior

Closing: 9:00am, 9th Feb 2026 GMT

Job Description

Main day to day responsibilities:

• You will be accountable for providing a responsive and customer-focussed IT support service to staff across the organisation.
• You will take ownership of issues and ensure that Arts Council staff are kept informed of progress and that calls are resolved and closed within service level targets.
• You will work with users to ensure expectations are correctly set and provide guidance on how to best use the IT hardware, software and services provided.
• You will adhere to IT Service Desk policies and procedures, ensuring that calls are logged correctly within the IT Service Desk system.
• You will attempt to resolve incidents and respond to requests, only assigning calls to other teams where this is not possible or call volume does not allow.
• You will assess the severity and priority of an incident and respond accordingly, escalating to the IT Manager, Service Support as necessary.
• You will ensure that starters, leavers and other organisational changes are reflected accurately in system directories and group memberships.
• You will ensure that the appropriate authorisations have been obtained before making any changes to staff details or their access privileges.
• You will have a good understanding of all the services provided by the IT team and advise Arts Council staff on how to get the maximum benefit from those services.
• You will monitor how the service is being received and look for opportunities to improve, advising the IT Manager, Service Support accordingly.
• You will work with external resources and service providers as necessary to manage incidents to a satisfactory resolution.
• You will be courteous at all times and communicate to people in terms they understand, avoiding the use of technical jargon.
• You will be required to travel to other Arts Council locations across England.
• You will contribute to the organisation’s commitment to diversity and its implications for the arts, promoting a diversity perspective in all aspects of the post’s objectives and activities.
• You will contribute to a positive working culture in the organisation by taking a proactive approach to learning, responding to change, inclusive practice, and environmental responsibility.
• You will reflect the Nolan Principles of Public Life and the Arts Council's values with a commitment to equality, diversity, and inclusion.

Key relationships:

You will work closely with colleagues across the organisation identifying and resolving their IT issues and helping them to use the systems with which they have been provided to the maximum effect.

What do I need to bring to the role?

Essential (Skills, Knowledge and Behaviours):

• You will have good all-round IT knowledge, with detailed knowledge of Microsoft Windows, Microsoft Office and mobile and remote access technologies.
• You will have experience of providing a quality IT support service based on ITIL best practice and have an ITIL accreditation.
• You will be highly organised with excellent customer service skills.
• You will have the ability to prioritise tasks in order to meet tight deadlines and service level targets.
• You will have experience of using an IT call logging system and will understand the importance of providing accurate and full descriptions.
• You will have good interpersonal and communication skills – both speaking and in writing.
• You will have an understanding of the aims and objectives of the organization together with the business processes and their dependency on IT services.
• You will have good understanding of the current diversity agenda and its relationship to the work of the role.

We are a Disability Confident Employer and we participate in the ‘Offer an Interview’ scheme, which means that we offer an interview to any disabled candidates who meet the essential criteria for the role they’re applying to, subject to the volume of applications received.

Our Code of Ethics requires that employees of the Arts Council are not able to receive an Arts Council grant, investment or loan funding - either in person, as a member of a partnership, or for any organisation they own.