IT Service Desk Analyst

Job Description

Key Responsibilities

• Deliver high-quality customer service and user support as the primary point of contact.
• Respond promptly to queries via phone, email, and the IT Service Desk portal.
• Log and track all service requests and incidents accurately using the call management system.
• Follow agreed procedures and contribute to the continuous improvement of service desk processes.
• Work effectively with second- and third-line support colleagues to resolve more complex issues.
• Take full ownership of incidents and service requests, managing them through to resolution.
  

What We’re Looking For

• Ability to work effectively under pressure in a fast-paced environment.
• Demonstrates an understanding of equality, diversity, and inclusion, in line with Bristol City Council’s Equality and Equal Opportunities Policy.
• Strong written and verbal communication skills.
• Confident in providing technical support over the phone in a professional and helpful manner.
• Excellent problem-solving skills, with the ability to think logically and analytically.
• Flexible and adaptable, with the ability to multitask and remain productive during both busy and quieter periods.
• Familiarity with ITIL principles and an understanding of service levels (SLA/OLA).
• A strong team player who can also work independently with minimal supervision.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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