IT Support Analyst
1 week ago
IT Support Analyst – Suffolk County Council We are inviting applications for a permanent IT Support Analyst role within the IT Service Desk team at Suffolk County Council. The position offers a hybrid working arrangement (two days a week in the office at Endeavour House, Ipswich) and a flexible payroll of £28,598 per annum (pro rata for part time). The role is 37 hours per week. Key Responsibilities First point of contact for colleagues experiencing IT issues across multiple support channels. Diagnose and resolve incidents related to connectivity, mobile phones, file permissions, lost files, and other end‑user IT problems. Provide clear, practical advice and solutions with a strong focus on customer care. Communicate with empathy, manage expectations, and take ownership of each interaction. Prioritise tasks, investigate complex issues, and implement technical solutions with minimal supervision. Support IT Operations team goals by contributing to continuous improvement initiatives. Qualifications & Experience Minimum IT qualification NVQ Level 3 or equivalent knowledge and experience. Demonstrable experience providing end‑user technical IT support via telephone or face‑to‑face, with excellent customer service skills. Strong problem‑solving and analytical skills. Calm and effective under pressure. Desirable: Knowledge of Android smartphones. About the Team You will be part of a supportive and friendly IT Service Desk team that provides prompt, courteous IT support to internal staff and external partners. Hybrid working is practised, with expectations of two days a week in the office – Wednesday and one day of the applicant’s choice. Equality & Diversity We welcome applications from all individuals, especially those from under‑represented groups. Our Workforce Equality Report highlights our commitment to representation. Benefits Up to 29 days annual leave (pro rata) plus UK bank holidays and two paid volunteering days. Membership of the Local Government Pension Scheme. Competitive travel, lifestyle, health, and wellbeing benefits. Performance‑related annual pay progression and annual cost‑of‑living increase. Training and encouragement to expand your knowledge. Diverse staff networks and flexible working options. How to Apply Read the Job and Person Profile (JPP) document. Upload a supporting statement (maximum 400 words per question) and a CV in PDF or MS Word format. Use the Supporting Statement template and answer the questions below: Describe a time when you had to troubleshoot a complex IT issue. What steps did you take to identify the root cause and how did you resolve it? Have you ever worked as part of a team to implement a new IT solution or process? What was your role and how did you contribute? Tell us about a time when you identified an opportunity to improve a process or service. What did you do and what was the result? Apply online via ‘Apply Now’. Please note that applications without a supporting statement and CV will not be progressed. If you require reasonable adjustments, contact Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412. Closing Date 11.30pm, 10 December 2025. Interview Dates 17, 18 and 19 December 2025. This authority 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. DBS checks or police vetting will be required for relevant posts. #J-18808-Ljbffr
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