IT Support Analyst

Job Description

• Suffolk County Council – Endeavour House, Ipswich, IP1 2BX – Hybrid
• £27,711 per annum (pro rata for part time)
• 37 hours per week – flexible working options available
• Permanent x 2 posts

We’re focused on making a meaningful difference to communities across Suffolk. How? By listening to our people learning from what they say and creating a culture of mutual respect, where everyone works together to achieve great things. Building on your proven IT support experience and excellent customer service skills, as an IT Support Analyst on the ITService Desk you’ll be as keen to collaborate and build a bright future as we are.

Your Role And Responsibilities

Are you ready to be the first point of contact for colleagues experiencing IT issues? In this dynamic role, no two moments are the same—one minute you could be troubleshooting connectivity or mobile phone issues, the next you’re amending file permissions or restoring lost files. You’ll handle a wide range of IT-related queries across multiple support channels, offering clear, practical advice and solutions. With a strong focus on customer care, you’ll communicate with empathy, manage expectations, and take ownership of each interaction. You’ll also contribute to the IT Operations team’s goals by prioritising tasks, investigating complex issues, and implementing technical solutions with minimal supervision. If you’re someone who thrives on variety, enjoys problem-solving, and is passionate about delivering excellent support, we’d love to hear from you!

You will need

• IT Qualification (minimum NVQ 3) or equivalent knowledge and experience.
• Demonstrable experience in providing end user technical IT support either on the telephone or face to face and providing excellent customer service
• Problem solving skills and an analytical approach to your work.
• The ability to remain calm and effective under pressure, which is essential.
• Some knowledge of Android Smartphones, which is desirable.

You can view a full list of requirements in the Job and Person Profile (docx) .If you believe you can succeed in this role, apply. Even if you don\’t meet all requirements, still apply. We would appreciate the opportunity to consider your application.

The team

• you will be part of the IT Service Desk Team, whose main purpose is to provide prompt and courteous IT support to our internal staff and external partners and stakeholders
• we are a supportive and friendly team and take pride in providing the best service we can
• we practice hybrid working, with an expectation of 2 days a week in the office. One of which is set as a Wednesday and the second being a day of the IT Support Analysts choice.

Empowering Everyone

We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report .

For more information

Please contact Stu Robbie for a casual conversation. You can reach him by emailing stuart.robbie@suffolk.gov.uk or calling 01473 264537

How To Apply

Step 1 – Read the Job and Person Profile (JPP) (docx) .

Step 2 – Click ‘Apply Now’ to start your online application.

Step 3 – Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use the Supporting Statement template .

• Describe a time when you had to troubleshoot a complex IT issue. What steps did you take to identify the root cause and how did you resolve it?
• Have you ever worked as part of a team to implement a new IT solution or process? What was your role and how did you contribute
• Tell us about a time when you identified an opportunity to improve a process or service. What did you do and what was the result?

Step 4 – Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process.

If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412.If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.

Closing date:11.30pm, 1 August 2025.

Interview date: Week commencing 11 August 2025.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.

About Us

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you’ll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk) .

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