About the Role
The Level 2 Senior Service Desk Analyst is a key position within the Council’s ICT function, responsible for delivering high-quality 1st and 2nd line technical support and contributing to continuous service improvement. Acting as an escalation point where required, the role undertakes both frontline support and more advanced troubleshooting, incident and problem resolution, while ensuring consistent application of ITIL-based service management practices.
Working in a fast-paced and evolving ICT environment, the postholder supports the Council’s digital transformation ambitions by delivering efficient, customer-focused services. This includes managing both standard and complex incidents, ensuring effective ticket progression within the ITSM system, and engaging with users through multiple channels to provide timely resolutions and a positive service experience. The role also contributes to corporate and ICT projects, often working to tight deadlines to meet organisational priorities.
Key Responsibilities
Deliver high-quality, customer-focused 1st and 2nd line ICT support across core technologies including Microsoft 365 admin, Microsoft Windows, Active Directory and cyber security tools, ensuring incidents and service requests are resolved efficiently to minimise disruption.
Act as an escalation point for more complex technical issues, applying advanced troubleshooting skills to identify root causes and implement sustainable solutions, while maintaining accurate and detailed ticket records.
Provide proactive frontline support, taking ownership of tickets from initial contact through to resolution, ensuring a seamless experience for users across all support levels.
Lead by example as a senior member of the Service Desk team, supporting and mentoring colleagues, sharing knowledge, and promoting best practices to foster a collaborative, high-performing environment.
Contribute to Major Incident Management by providing clear, timely updates and technical insight to support rapid service restoration and effective stakeholder communication.
Proactively identify trends and recurring issues, recommending service improvements and contributing to the enhancement of ICT processes in line with the Council’s digital strategy.
Always deliver excellent customer service, building strong working relationships with users and ensuring all interactions are handled professionally, empathetically, and in line with ITIL principles and governance standards.
About You
We are seeking a motivated and proactive individual who can make an immediate impact within the ICT Service Desk.
You will bring:
- Proven experience delivering both 1st and 2nd line support within a Service Desk or ICT support environment.
- Strong technical knowledge of Windows environments, Microsoft 365 and Active Directory, with proven experience managing MDM solutions, supporting mobile devices and maintaining enterprise network and Wi-Fi services in a service desk environment.
- Strong experience in supporting and maintaining core business applications, ensuring reliable performance, user accessibility and minimal service disruption.
- A solid understanding of ITIL-based service management principles and best practices.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve a wide range of technical issues effectively.
You will also demonstrate:
- Excellent communication and interpersonal skills, with the ability to engage confidently with users at all levels, both remotely and in person.
- A customer-focused mindset, with empathy and a genuine commitment to delivering a high-quality user experience.
- The ability to remain calm under pressure and manage competing priorities in a fast-paced environment.
- A collaborative approach, including mentoring colleagues and contributing to a positive team culture.
- Strong organisational skills, attention to detail, and a commitment to maintaining accurate documentation.
A recognised ITIL qualification (or equivalent experience) is desirable, along with an understanding of governance, compliance, and the importance of aligning ICT services with organisational values and statutory obligations.
Working Arrangements
This role is primarily based at the Civic Offices, with opportunities for hybrid working where appropriate.
- Hours: 36 hours per week
- Working Pattern: Shift-based rota
- Monday to Thursday: 08:00 – 17:30
- Friday: 08:00 – 17:00
Why Join Us?
Epping Forest District Council is a place of opportunity and it’s a great time to join us – we’re changing how we deliver our services ensuring we are a place that people are proud of and which delivers its priorities to high standards.
How to Apply
Please apply through the online portal, ensuring your CV clearly highlights your relevant skills, experience, and suitability for the role.
**Closing date:** Friday 17 July 2026.
Please note that we reserve the right to close this vacancy early should we receive a high volume of applications. Early submission is therefore encouraged.
Epping Forest District Council 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.
