IT Service Desk Analyst in Bristol

We are looking for a motivated and well‑organised individual to join the IT Service Desk team on a permanent basis. An enthusiastic, self‑motivated, and highly organised individual with a flexible approach to work is needed. A solid understanding of IT systems and a strong commitment to delivering excellent customer service are required. This fast‑paced role involves working efficiently under pressure while maintaining attention to detail and a high standard of service.

As the first point of contact for all users contacting the IT Service Desk, you will provide support across the organisation. You will respond to calls, emails and tickets, accurately logging and managing each request in our service management system. Using technical knowledge and the knowledge base, you will attempt to resolve incidents and service requests at first contact wherever possible. Unresolved issues are escalated to second or third‑line support teams with clear communication. Desktop support and troubleshooting across software, hardware, networks and telecommunications is also part of the role. Strong technical knowledge, excellent problem‑solving skills, collaborative teamwork especially with second‑line teams, and excellent communication and interpersonal skills are essential. A solid understanding of the ITIL framework and commitment to best practice service standards are required.

Key Responsibilities

• Deliver high‑quality customer service and user support as the primary point of contact.
• Respond promptly to queries via phone, email and the IT Service Desk portal.
• Log and track all service requests and incidents accurately using the call management system.
• Follow agreed procedures and contribute to the continuous improvement of service desk processes.
• Work effectively with second‑ and third‑line support colleagues to resolve more complex issues.
• Take full ownership of incidents and service requests, managing them through to resolution.

What We’re Looking For

• Ability to work effectively under pressure in a fast‑paced environment.
• Demonstrates an understanding of equality, diversity and inclusion, in line with Bristol City Council’s Equality and Equal Opportunities Policy.
• Strong written and verbal communication skills.
• Confident in providing technical support over the phone in a professional and helpful manner.
• Excellent problem‑solving skills, with the ability to think logically and analytically.
• Flexible and adaptable, able to multitask and remain productive during both busy and quieter periods.
• Familiarity with ITIL principles and an understanding of service levels (SLA/OLA).
• A strong team player who can also work independently with minimal supervision.

Benefits

• Hybrid working arrangements are available, allowing teams to work in a way that suits them, balancing service needs and individual choice with both home and office work.
• Excellent rewards package including flexible working, flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance.

Equality, diversity and inclusion

We are a Disability Confident employer. Any job applicant who considers themselves to be disabled and meets the essential criteria in the Person Specification is guaranteed an interview. We make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career. We welcome, develop and promote people from all sections of the community. Appointments will be made on merit.