1st Line Support Analyst

4 days ago

Norwich NR WF, United Kingdom South Norfolk and Broadland District Council Full time

How would you like to use your interest in IT to deliver outstanding support to all IT users across the Councils?

You could be working in a fast passed, skilled, friendly IT Service Desk team to help develop your IT skills and knowledge.

What you'll be doing …

  • Serve as the first point of contact for all Users contacting the IT & Digital Service Desk via a variety of channels including the ICT service desk Portal & our walk up desk.

  • Provide first-line technical support to diagnosing and resolving hardware, software and network related issues. Escalate to second line any that cannot be resolved at first line.

  • Log, track and manage incidents and requests using the Councils' IT Service Management tool applying appropriate categorisation and prioritisation.

  • Responsible for the set-up, installation and configuration of computer hardware, peripherals and mobile devices, updating the Councils' asset register.

  • Follow documented processes, policies and procedures to ensure a consistent and quality service every time.

  • Maintain accurate and up to date documentation of common issues and resolutions, regularly updating the Knowledge Base.

About you

We're looking for someone with practical knowledge of Service Management, ideally certified through a recognised framework such as ITIL , together with experience within an IT support environment. Previous work in an IT support service or call centre is essential, along with a customer-focused approach that puts the user at the heart of everything you do. You should be familiar with common software applications and be able to explain technical concepts to non-technical users.

Closing date: Friday 02 January 2026

Interview date: To be confirmed

Job Types: Full-time, Permanent

Pay: £24,769.00-£27,640.00 per year

Benefits:

  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Free flu jabs
  • Free parking
  • On-site parking
  • Sick pay
  • Work from home

Work Location: In person

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