1st Line Service Desk Analyst

What will you be doing?

As a 1st Line Service Desk colleague, you are the front desk for all colleagues IT interactions. You'll be available for colleagues IT support queries, incidents or requests, ensuring those interactions are logged and troubleshooting, diagnosing and resolving them.

You'll work with 2nd Line colleagues, Service Desk Team Leaders and other teams within the IT service to escalate calls, route requests to the appropriate team of responsibility all the while being a professional, empathetic and ownership-minded individual.

Alongside this you'll be a key individual in the Councils Starter, Leaver and Mover process, preparing devices, account creation/removal, colleague equipment introductions and much more.

About you

We are looking for an enthusiastic and energised individual. As a 1st Line Service Desk colleague customer service is at the forefront of what we do and we're looking for colleagues that understand that our role as an IT team is to enable core services in the Council, providing swift response, resolution and support to colleagues from varying teams and with ranging skillsets. 

A logical, process driven and analytical mind will be key, allowing you to troubleshoot and taken problems step by step, whist developing your IT knowledge and skills over time.

The Service Desk team have a strong teamworking and "here to help" ethos, you'll embody this with a stake in the reputation of the service and a desire to delivery the best quality service.

Our benefits

Here at North Northamptonshire Council, we’re transforming for the better, using all our creativity and imagination to create the best life for our local people.

You’ll find that we have a wide range of careers that may be more surprising than you think!

Why choose us?

We offer a vibrant working environment with:

• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

About us

Our Values and Behaviours

Our values define who we are and how we operate, by forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery and are:

Customer-focused
Respectful
Efficient
Supportive
Trustworthy

Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.

Disability Confident Employer

We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.  

Our Employment and Disability Service provides bespoke support to individuals facing barriers to employment, helping them work towards their goals to start, stay and succeed in employment. For further information please click here The Employment and Disability Service (EADS) | North Northamptonshire Council

Armed Forces Community 

The council obtained the Gold status award for the Defence Employer Recognition Scheme (ERS).

Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)