Service Desk Analyst

at  Luton Borough Council

JOIN LUTON COUNCIL AS A SERVICE DESK ANALYST!

Are you passionate about IT customer support and looking to make a real impact ? We are seeking a dedicated Service Desk Analyst to join our dynamic team. If you’re ready to tackle Incidents and Service Requests with professionalism and a positive attitude, we want to hear from you!
What You’ll Do: As a Service Desk Analyst, you’ll be the go-to person for resolving Incidents and Service Requests, including Major Incidents. You’ll play a key role in identifying problems and building solutions for our knowledge base, contributing to continuous improvement in our processes and supporting systems.

In this role, you’ll:

• Assist the Service Desk Lead and Service Delivery in managing the Service Desk function.
• Handle triage and actions on both Incidents and Service Requests.
• Administer our IT Service Management tool, maintaining access control for approximately 3500 user accounts across 150+ sites, including libraries, schools, community centres, social services establishments, and our main offices.

ABOUT YOU

What We’re Looking For: To be successful in this role, you should have:

• Demonstrable experience providing IT customer support in environments utilising Microsoft Windows (Azure), Office Suite (O365), Exchange/Outlook 365 (both on-premises and cloud), and end-user device solutions (desktops, laptops, printing).
• Experience working in a busy IT service desk environment, using an ITSM tool to manage tickets with precision.
• Technical knowledge of enterprise-level computing, mobile devices, supported Microsoft operating systems, business software, and office productivity tools.
• Experience supporting customers in application software use and proficiency in applying support software tools.
• Ability to manage Windows Active Directory and Microsoft Exchange (on-premises and Azure/Exchange, Office 365 solutions).
• Skills to administer Windows AD file system security settings.
• Ability to work accurately and meet deadlines with limited supervision.
• Excellent interpersonal skills to deal politely and tactfully with a wide range of people.
• Competence in using Microsoft Office or equivalent applications.
• Capacity to build successful relationships with existing teams and third parties in planning and implementing new service desk solutions.

YOUR SKILLS AND KNOWLEDGE:

• Strong understanding of equal opportunities and its integration into service delivery.
• Ability to identify and address discrimination in service delivery.
• Operational knowledge of ITSM frameworks (e.g., ITIL v3 or 4).
• Experience with ITSM tooling administration.
  Working Hours: Our Service Desk operates on a rota basis between 7 am and 7 pm, Monday to Friday.
  If you’re ready to take on a role where you can significantly influence the direction and success of our Service Desk operations, apply now to join Luton Council!

ABOUT US

Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?

In this role, you’ll:

• Assist the Service Desk Lead and Service Delivery in managing the Service Desk function.
• Handle triage and actions on both Incidents and Service Requests.
• Administer our IT Service Management tool, maintaining access control for approximately 3500 user accounts across 150+ sites, including libraries, schools, community centres, social services establishments, and our main offices

What We’re Looking For: To be successful in this role, you should have:

• Demonstrable experience providing IT customer support in environments utilising Microsoft Windows (Azure), Office Suite (O365), Exchange/Outlook 365 (both on-premises and cloud), and end-user device solutions (desktops, laptops, printing).
• Experience working in a busy IT service desk environment, using an ITSM tool to manage tickets with precision.
• Technical knowledge of enterprise-level computing, mobile devices, supported Microsoft operating systems, business software, and office productivity tools.
• Experience supporting customers in application software use and proficiency in applying support software tools.
• Ability to manage Windows Active Directory and Microsoft Exchange (on-premises and Azure/Exchange, Office 365 solutions).
• Skills to administer Windows AD file system security settings.
• Ability to work accurately and meet deadlines with limited supervision.
• Excellent interpersonal skills to deal politely and tactfully with a wide range of people.
• Competence in using Microsoft Office or equivalent applications.
• Capacity to build successful relationships with existing teams and third parties in planning and implementing new service desk solutions