ICT Service Desk Analyst (SCP18) – IT
Hours: 36 Hours Per Week (Shift rota – early/late cover, occasional short notice)
Contract: 13 Week Temporary Contract (Inside IR35)
Start Date: ASAP (target start date: 24 August 2026)
Elmbridge Borough Council is recruiting an ICT Service Desk Analyst to provide first- and second-line technical support to more than 400 Council users across all departments. This is a customer-focused role, ideal for someone with strong IT troubleshooting skills, excellent communication, and experience supporting Windows 11 devices, Microsoft 365, telephony, mobile devices, and corporate systems.
About the Role
As an ICT Service Desk Analyst, you'll deliver first and second-line support through the ICT Service Desk, resolving incidents and service requests within agreed Service Level Agreements (SLAs). You will provide remote, telephone, email, and face-to-face support while ensuring the smooth operation of end-user equipment and corporate IT services. You will play a key role in maintaining service standards, supporting users, and contributing to the effective delivery of ICT services across the Council.
What you'll be doing:
- Monitoring, logging, updating, and resolving ICT Service Desk tickets, incidents, and service requests in line with agreed SLAs
- Providing remote, telephone, email, and face-to-face technical support to Council users, including staff working from home and at external Council sites
- Installing, configuring, maintaining, and troubleshooting Windows 11 laptops, desktops, docking stations, monitors, peripherals, and other end-user equipment
- Providing desktop, Microsoft Teams telephony, and mobile device support
- Supporting Microsoft 365 applications including Teams, SharePoint, and OneDrive, as well as other corporate systems
- Configuring and supporting iPhones and iPads using Apple Business Manager and Microsoft Endpoint
- Diagnosing and resolving hardware and software issues, escalating incidents to colleagues, suppliers, or third-party support where necessary
- Setting up equipment for new starters and delivering basic ICT systems and software training
- Providing guidance to users on the effective and secure use of Council IT systems
- Maintaining user guides, technical documentation, and Service Desk knowledge resources
- Managing user accounts, password resets, account unlocks, access controls, and leaver processes in line with Council procedures
- Monitoring and releasing quarantined emails and producing relevant usage reports
- Supporting AV equipment in Council meeting rooms
- Administering ICT training room bookings and checking software and equipment compatibility
- Liaising with third-party engineers, providing remote access, and supporting on-site fault resolution where required
- Maintaining accurate Service Desk records and completing routine Service Desk procedures
- Maintaining ICT stock levels, processing orders, and assisting with purchase orders, goods receipts, and invoices
- Recording hardware purchases on the ICT asset register and maintaining software licence records
- Assisting with ICT communications to Council staff and Elected Members
- Sharing knowledge and supporting colleagues across the ICT team
- Providing flexible shift cover as part of the Service Desk rota, including occasional short-notice cover
- Providing remote support to staff working from home and Council users at external sites
Requirements
We're seeking someone proactive, organised, and technically skilled, with a strong customer service focus and a logical approach to troubleshooting.
You'll ideally have:
- Experience working in an IT support or Service Desk environment
- Experience providing customer-facing technical support and understanding user needs
- Strong knowledge of Windows 11, laptops, desktop hardware, and end-user equipment
- Experience supporting Microsoft Teams and SharePoint
- Knowledge of hardware and software installation, configuration, upgrades, and troubleshooting
- Experience supporting telephony and mobile devices, including an understanding of mobile device management
- Experience maintaining accurate records, technical documentation, and Service Desk knowledge resources
- Excellent interpersonal, communication, and customer service skills
- Ability to explain technical information clearly to non-technical users
- Ability to follow established procedures accurately and maintain records
- Logical, practical approach to diagnosing and resolving technical problems
- Well organised, reliable, and confident handling IT equipment
- Ability to work effectively as part of a team and share knowledge with colleagues
- Flexibility to work on an early/late shift rota and provide occasional short-notice cover
- Full UK driving licence and access to a vehicle during working hours, with willingness to travel to external Council sites
- Basic DBS clearance
Why Apply?
- Opportunity to provide ICT support to more than 400 users across a busy local authority
- Varied first- and second-line role covering desktop, mobile, telephony, Microsoft 365, and corporate systems
- Opportunity to support users across Council offices, external sites, and remote working environments
- Chance to contribute to effective Service Desk operations, knowledge sharing, and service improvement
- Competitive hourly rate: PAYE £16.56
- Opportunity to develop experience across a broad range of ICT technologies and services
Benefits
- Weekly Pay
- Company Pension
- Ongoing Agency Support
Additional Information
- Location: Civic Centre, High Street, Esher, Surrey, KT10 9SD
- Eligible to work in the UK
- 2 Years References/Work History
- Driving Licence
- Basic DBS
- Start Date: ASAP (target start date: 24 August 2026)
- Contract Duration: 13 weeks, temporary
- Working Hours: 36 hours per week, including early/late shifts as required
- Pay Rate: £16.56 per hour PAYE
Reference: OR111616
Pay: £16.56 per hour
Application question(s):
- Are you willing to work the required early/late shift rota?
Experience:
- supporting Windows 11: 1 year (required)
- ICT Service Desk Analyst: 1 year (required)
- IT Service Desk or IT Support environment: 2 years (required)
Licence/Certification:
- Full UK driving licence (required)
- Basic DBS check (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
