RQ1798836 – ICT Service Desk Analyst

Job Details

Work Pattern: 37.50 hours per week, On site

PAYE Pay Rate: £15.59 per hour

Main Purpose of the Role

To provide hands-on IT support to Shropshire Council employees, resolving day-to-day technical issues and ensuring that computer systems, hardware and technology services operate effectively.

The postholder will work as part of a small Technology Hub team of three, providing both planned and reactive IT support across the organisation.

Typical Day Overview

  • Responding to IT support requests from council employees.

  • Troubleshooting and resolving hardware, software and system issues.

  • Providing on-site desktop and technical support.

  • Setting up, installing and configuring IT equipment.

  • Supporting users with login, connectivity, printing and application issues.

  • Assisting with planned IT projects, upgrades and technology improvements.

  • Escalating more complex technical problems where necessary.

  • Working closely with the wider IT team to maintain effective services.

Key Skills and Responsibilities

  • IT Service Desk Support – Experience providing first-line or second-line IT support and resolving technical issues.

  • Desktop Support – Troubleshooting computers, laptops, printers and other IT equipment.

  • Hardware & Software Troubleshooting – Diagnosing and resolving common hardware, software and operating system problems.

  • Customer Service & Communication – Providing friendly, clear and effective technical assistance to users.

  • Technical Problem Solving – Identifying faults, investigating issues and finding practical solutions.

  • IT Equipment Installation – Setting up, configuring and maintaining desktop equipment and technology.

  • Teamwork – Working collaboratively within a small IT support team.

  • Reactive & Planned Support – Supporting everyday IT requests alongside planned technology projects and improvements.

Essential Requirements / Qualifications

  • Previous experience in an ICT Service Desk, IT Support or Desktop Support role.

  • Good understanding of desktop hardware, software and IT troubleshooting.

  • Experience supporting users with day-to-day technical issues.

  • Strong communication and customer service skills.

  • Ability to work independently and as part of a small team.

  • A proactive approach to identifying and resolving technical problems.

  • Must be able to work on-site at Shropshire Council’s main hub, five days per week.

  • Available to start as soon as possible.

    DBS: Basic DBS check required.