IT Service Desk Analyst

IT Service Desk Analyst

Salary:Band: 7 £27,852 - £32,020 per annum

Hours:37 hours per week

Job type:Fixed Term Contract/secondment opportunity to 29th March 2024 due to funding.

Portsmouth City Council

At Portsmouth City Council we’re all about developing our staff, because we want to build a bigger and better city but we need the best employees to do so.

With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority’s main goal is to ensure the best care and development of all those within the city. From customer service to multi-million pound projects, our residents are at the heart of everything we do.

Your New Role

As part of the IT Service Desk team, you will provide our customers with 1st line support over the phone, via email and face-to-face. You will work as part of a team providing first line support to users based at home and across various locations in Portsmouth.

You will deliver exceptional customer service through the effective triaging, logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment.

You will receive and handle requests for support following agreed procedures, respond to common requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.

Your priority will be to deliver an exceptional end to end service to our customers.

What you’ll need to succeed

You will be able to deliver excellent customer service and be able to deal with challenging situations and be tenacious in pursuing resolution of difficult issues. You will need experience of using a Service Desk logging system and IT Service Desk. You will be required to participate in a team rota to cover the period between 8:00am and 5:00pm. You may be required to undertake some work during the evening or at weekends.

Please read the job profile for the full details of this exciting opportunity

What you’ll get in return

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

• Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.
• A fantastic pension which allows you the opportunity to pay in more for that greater return.
• Flexible working hours.
• Access to a wide range of training and development opportunities including apprenticeships.
• Extensive wellbeing support through the Employee Assistance Programme
• Discount on travel, travel loans and the bike loan scheme
• Discounts on a wide range of goods and services – access a range of discounts and offers from thousands of restaurants, shops and more.

For the full job profile please click here

If applying as a secondment you will need permission from your current line manager releasing you for this secondment. Please state you have this on your application form.

Application process:

How to apply:When completing the application form, please thoroughly tailor your application to the ’Who is the Person’ points in the profile with the use of examples from your experience and attach this as a cover letter in the Supporting Documents section. This is important, or you are likely not to be shortlisted. Please read alongside the ’How to apply’ information. PLEASE DO NOT JUST SUBMIT A CV.

We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.

Closing date: 1 September 2023 @ 23:59 pm.

We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.

Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk.