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
