Service and Support Analyst

To provide a high-quality, customer-focused first point of contact for technical IT support across the council, including staff and councillors. Job Description The role provides on-site technical expertise and excellent communication to ensure incidents and service requests are resolved quickly and effectively, contributing to a modern, efficient, and digital-first council Responsibilities Deliver First-Line Technical Support Provide professional, responsive, and customer-focused first-line IT support via the Helpdesk, resolving incidents and requests across hardware, software, and council business systems. Strive for first-time resolution to minimise downtime and maintain business continuity, particularly in a hybrid working environment. Manage the Request and Incident Lifecycle Log, prioritise, and track all incidents and service requests accurately through the IT service management system. Maintain clear, detailed records of fault investigations, actions, and resolutions to support transparency and knowledge sharing. Apply Technical Expertise and Privileged Access Use technical skills and privileged tools (e.g. Active Directory, system consoles, and remote management tools) to administer user accounts, configure devices, install and support applications, and apply approved fixes in line with IT policies and security standards. Provide User Guidance and Onsite Support Deliver routine advice, demonstrations, and hands-on assistance to users across all council sites, including offices, depots, and mobile locations. Support users with varying levels of IT experience through clear, patient, and effective communication. Manage Assets and Licences Maintain accurate records of hardware and software assets, ensuring compliance with licensing and replacement policies. Support the deployment and recovery of end-user devices. Develop and Maintain Self-Serve Resources Create, review, and update online help materials, FAQs, and knowledge base articles to empower users and promote self-service as the first option for resolving common issues. Support Information Security and Compliance Uphold the council’s information security, data protection, and UK GDPR standards. Report security incidents or breaches promptly and ensure all activity aligns with confidentiality, integrity, and availability principles. Administer Access and Permissions Manage user access, group memberships, and system permissions in accordance with IT governance and access control procedures. Support the starter and leaver process. Proactive Monitoring and Issue Management Monitor systems and devices proactively to identify potential issues or performance concerns. Undertake early interventions and preventive maintenance to minimise service disruption. Support IT Projects and Change Activity Assist with testing, deployment, and user engagement for IT projects and change initiatives. Provide feedback on user impacts, technical issues, and opportunities for service improvement. Analyse Trends and Prevent Recurrence Investigate recurring incidents, analyse root causes, and document lessons learned. Work collaboratively with technical teams to prevent reoccurrence and improve system reliability. Monitor Service Levels and Customer Satisfaction Work to agreed service level targets, ensuring timely resolution and a consistently positive user experience. Contribute to service performance reporting and continuous improvement initiatives. Own and Escalate Problems Effectively Take ownership of incidents through to resolution, ensuring users are kept informed throughout. Escalate appropriately to second-line or specialist teams where required, maintaining accountability for overall customer satisfaction. Drive Continuous Improvement Use operational insight and customer feedback to identify opportunities for process, system, and service enhancements. Contribute actively to ongoing service development and team learning. Collaborate Across the ICT Service Work closely with service and support engineers, project teams, and other ICT colleagues to ensure cohesive service delivery and consistent technical standards across the council. Skills Required Proven experience working in an IT Helpdesk or technical support role, providing first-line assistance to users across a range of systems and environments. Demonstrable experience diagnosing, troubleshooting, and resolving technical issues across hardware, operating systems, and applications, with a focus on delivering a first-time fix. Strong working knowledge of Microsoft Windows, Microsoft 365 (including Outlook, Teams, and Office applications), and other common business software. Practical knowledge of Active Directory, Group Policy, and user account administration, including system configuration and permissions management. Solid understanding of computer hardware, operating systems, applications, and basic networking gained through hands-on technical support experience. Experience using IT service management tools to log, track, and manage incidents and service requests accurately. Proven ability to deliver professional, customer-focused IT support both remotely (e.g. via Teams or phone) and in person, maintaining clear communication throughout the support process. High level of IT literacy and technical competence, with the ability to apply knowledge articles and troubleshooting processes effectively. Ability to apply practical troubleshooting and problem analysis techniques to diagnose and resolve a wide range of IT issues efficiently. Strong verbal and written communication skills, with the ability to explain technical concepts clearly and without jargon to users of varying technical ability. Excellent attention to detail and a proactive approach to identifying, prioritising, and resolving issues. Good analytical skills, with the ability to interpret data, identify trends, and apply creative problem-solving approaches. Capable of managing a busy workload while delivering individual and service objectives to a high standard Ability to plan, organise, and prioritise workload independently while managing competing demands and meeting service targets. Capable of making quick and effective decisions under pressure to maintain service continuity while following policy guidelines. Enthusiastic, adaptable, and willing to embrace new challenges, technologies, and ways of working. Effective team player, sharing knowledge, mentoring colleagues, and collaborating in team and cross-departmental activities. Ability to contribute to IT projects and support change initiatives, including system upgrades, deployments, and process improvements. Strong listening skills and ability to respond to diverse user needs, tailoring communication to the audience. Skilled in building and maintaining positive working relationships with colleagues, users, and third-party suppliers. Committed to delivering high-quality customer service, continuously seeking opportunities to improve user experience. Able to model professional behaviours that promote a culture of empowerment, initiative, and transparency across the council. Proficient in using IT service management tools and knowledge bases, ensuring accurate recording of incidents and solutions. Occasional weekend and evening work may be required Requirement to be office based Full UK driving licence Educational Requirements An excellent standard of general education, demonstrating literacy, numeracy, and IT competence. Relevant professional or technical qualification in IT support (e.g., CompTIA A+, Level 3 IT Diploma, or equivalent), or equivalent practical experience gained in a similar technical support environment. Demonstrable training or practical experience in delivering IT helpdesk support, including fault diagnosis, incident and service request management, and providing user guidance. Evidence of continuing professional development in IT, technical skills, or customer service, showing a commitment to maintaining up-to-date knowledge and improving service delivery. Why work for us Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live. To find out more about working and living in Norwich The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody. Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles. Equal Opportunities Policy The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced. Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment. Benefits We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody. All employees are eligible to join the Local Government Pension Scheme (LGPS) Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas Norwich City Council supports its employees through the provision of occupational health and employee assistance support