Service and Support Analyst in Norwich

Join to apply for the Service and Support Analyst role at Norwich City Council.

Base pay range: Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Responsibilities:

• Deliver first‑line technical support via the Helpdesk, resolving incidents and requests across hardware, software and council business systems.
• Manage the request and incident lifecycle by logging, prioritising and tracking all incidents accurately through the IT service management system.
• Apply technical expertise and privileged access using tools such as Active Directory, system consoles and remote management to administer user accounts and configure devices.
• Provide user guidance and onsite support across all council sites, delivering routine advice, demonstrations and hands‑on assistance to users.
• Manage assets and licences, maintaining accurate records and ensuring compliance with licensing policies.
• Develop and maintain self‑serve resources, creating and updating online help materials, FAQs and knowledge base articles.
• Support information security and compliance, upholding the council’s information security, data protection and UK GDPR standards.
• Administer access and permissions, managing user access, group memberships and system permissions in line with IT governance.
• Conduct proactive monitoring and issue management, identifying potential performance concerns and undertaking preventive maintenance.
• Support IT projects and change activity, assisting with testing, deployment and user engagement for IT projects and change initiatives.
• Analyse trends and prevent recurrence by investigating recurring incidents, analysing root causes and documenting lessons learned.
• Monitor service levels and customer satisfaction, ensuring timely resolution and a consistently positive user experience, and contributing to service performance reporting.
• Own and escalated problems effectively, taking ownership to resolution and escalating to second‑line or specialist teams as required.
• Drive continuous improvement, using operational insight and customer feedback to identify opportunities for process, system and service enhancements.
• Collaborate across the ICT service, working closely with service and support engineers, project teams and other ICT colleagues to ensure cohesive service delivery.

Skills Required:

• Proven experience in an IT Helpdesk or technical support role, providing first‑line assistance across a range of systems.
• Experience diagnosing, troubleshooting and resolving technical issues across hardware, operating systems and applications, with a focus on first‑time fixes.
• Strong knowledge of Microsoft Windows, Microsoft 365 (Outlook, Teams, Office applications) and other common business software.
• Practical knowledge of Active Directory, Group Policy and user account administration.
• Solid understanding of computer hardware, operating systems, applications and basic networking.
• Experience using IT service management tools to log, track and manage incidents accurately.
• Ability to deliver professional, customer‑focused IT support remotely and in person, maintaining clear communication throughout.
• High level of IT literacy and technical competence, applying knowledge articles and troubleshooting processes effectively.
• Excellent verbal and written communication skills, explaining technical concepts clearly and without jargon.
• Excellent attention to detail, proactive approach to identifying, prioritising and resolving issues.
• Good analytical skills, interpreting data and applying creative problem‑solving approaches.
• Ability to manage a busy workload while delivering high‑standard results and meeting service targets.
• Enthusiastic, adaptable, willing to embrace new challenges and technologies.
• Effective team player, sharing knowledge, mentoring colleagues and collaborating across departments.
• Occasional weekend and evening work may be required.
• Requirement to be office based.
• Full UK driving licence.

Educational Requirements:

• Excellent standard of general education, demonstrating literacy, numeracy and IT competence.
• Relevant professional or technical qualification in IT support (e.g., CompTIA A+, Level 3 IT Diploma) or equivalent practical experience.
• Demonstrable training or practical experience in delivering IT helpdesk support, including fault diagnosis and incident management.
• Evidence of continuing professional development in IT, technical skills or customer service.

Equal Opportunities Policy:

The council is committed to a policy of equality opportunity in employment, recruitment and the services it provides. Applications are considered on the basis of suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview when suitably qualified and/or experienced. Candidates will be considered for short‑listing on factual information in their application form.

Benefits:

• All employees are eligible to join the Local Government Pension Scheme (LGPS).
• Paid holiday entitlement starts at 26 days per annum, increasing with length of service to a maximum of 33 days per annum (pro‑rata for part‑time employees).
• In addition to statutory public holidays, an extra statutory day leave at Christmas is granted.
• Norwich City Council supports employees through occupational health and employee assistance support.
• Competitive pay and benefits package, with Living Wage accreditation.

Seniority level: Entry level

Employment type: Full‑time

Job function: Information Technology