Service Desk Analyst

Overview

An opportunity has arisen in the councils ICT service to join our Service Desk Team, as a Service Desk Analyst. We are seeking a proactive and customer-focused Service Desk Analyst to join our IT Services team. In this key role, you will be the first point of contact for technical support across the council, helping staff resolve IT issues efficiently and professionally. You\’ll handle incoming service requests, troubleshoot hardware and software problems, and ensure timely resolution and escalation in line with service level agreements. Your ability to communicate clearly, manage priorities, and work collaboratively with technical teams will be essential to maintaining high levels of user satisfaction in line with KPIs.

Responsibilities

• Remote hardware and software fault diagnosis and fix
• Conduct daily diligence checks for inactive devices, risky logins and impacted infrastructure
• Support and troubleshoot Microsoft Windows 10/11, Microsoft Office 365, and any other authorised desktop applications directly or via Microsoft System Centre Configuration Manager (SCCM) and Microsoft Intune
• Ensuring all incidents and requests are dealt with within agreed SLAs in order to meet the measured KPIs
• Create and maintain support documentation, including processes, procedures, user guides and known errors, whilst contributing to a working knowledgebase
• Participate in team projects that enhance the quality or efficiency of IT services, which will add value to the customers\’ service through improved efficiency or cost savings

Key Requirements

• Analyse and interpret data and present it effectively to various audiences to inform decision-making.
• Communicate effectively and be confident to challenge when advising and supporting senior officers
• Excellent organisational skills to agree, develop and manage the provision of appropriate business intelligence; ensuring managers have access to appropriate and timely information about their service and Oldham.

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the \’About You\’ or \’Supporting Statement\’ section of your application.

The ideal candidate will have experience in a service desk or IT support role, familiarity with ITIL best practices and a strong understanding of the Microsoft stack. A commitment to continuous improvement and a passion for delivering customer service are a must. This position offers an excellent opportunity to advance your professional skills whilst enabling the delivery of essential public services within a community-focused setting.

We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities. We\\\’ve identified three missions with our residents and partners, focusing on what will deliver the biggest impact: A Great Place to Live, Healthier, Happier Lives, and Green and Growing.

Values and Behaviours

• Work with a resident focus
• Support local leaders
• Committed to the borough
• Delivery high performance
• Take ownership and drive change

You can find out more about our values and behaviours on our greater.jobs Oldham page

Benefits Package

• 25 days annual leave which increases after 5 and 10-years\’ service
• The option to purchase additional annual leave.
• An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
• Discounted gym membership with Oldham Active.
• Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
• Salary sacrifice scheme for home and electronics and Cycle to Work.
• Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
• Staff recognition and celebration events.
• Peer support groups

Inclusive Recruitment

We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace. If you\’re an applicant with disabilities and have previously been in or currently in care, a carer or someone who has served in the Armed Forces and you meet the essential criteria of the role, you are guaranteed to reach the first stage of assessment under our Guaranteed Assessment Scheme.