IT Service Desk Analyst

Full Time, Permanent An exciting opportunity has arisen within the IT Service Desk team for a motivated and well-organised individual to join us on a permanent basis.We are looking for someone who is enthusiastic, self-motivated, and highly organised, with a flexible approach to work. You should have a solid understanding of IT systems and a strong commitment to delivering excellent customer service. This is a fast-paced role, and you'll need to work efficiently under pressure while maintaining attention to detail and service quality.As the first point of contact for all users who contact the IT Service Desk, you'll play a vital role in supporting colleagues across the organisation. You’ll respond to incoming calls, emails, and tickets, accurately logging and managing each request via our service management system. Using your knowledge base and technical expertise, you’ll aim to resolve incidents and requests at first contact wherever possible.Where required, you'll escalate unresolved issues to the second or third-line support teams and make sure effective communication throughout. The role also involves basic desktop support and troubleshooting across software, hardware, network, and telecommunications systems.You’ll need strong technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with others, particularly with 2nd line colleagues. Good communication and interpersonal skills are essential, as you'll interact with staff at all levels via telephone, the IT Service Desk Portal, or in person by appointment.Understanding the ITIL framework is essential, and you’ll be joining a team actively working towards ISO 20000 certification.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 complex issues.Take complete ownership of incidents and requests, following them through to resolution.What We’re Looking For:Ability to work effectively under pressure in a fast-paced environment.Understanding of equality, diversity, and inclusion, in line with Bristol City Council’s Equality and Equal Opportunities Policy.Strong written and verbal communication skills.Confidence in providing technical support by phone in a professional and helpful manner.Excellent problem-solving skills and the ability to think logically and abstractly.Flexible and adaptable: able to multitask and stay productive during busy and quieter periods.Familiarity with ITIL principles and the importance of service levels (SLA/OLA).A strong team player who can also work independently with minimal supervision.Why Bristol City Council?At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For most of our role’s hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working.Join us and you will receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you will be working in a supportive environment where you will have the chance to make Bristol a better place and contribute to its future.How do I apply?If you share ourTo be shortlisted for interview you’ll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.We're a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We'll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.For an informal discussion in relation to this post please contact or At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit. The personal information section (including your name) you’ll complete as part of the application form will not be visible to hiring managers, but is used confidentially to make sure that everyone is treated fairly.Full Time, Permanent An exciting opportunity has arisen within the IT Service Desk team for a motivated and well-organised individual to join us on a permanent basis.We are looking for someone who is enthusiastic, self-motivated, and highly organised, with a flexible approach to work. You should have a solid understanding of IT systems and a strong commitment to delivering excellent customer service. This is a fast-paced role, and you'll need to work efficiently under pressure while maintaining attention to detail and service quality.As the first point of contact for all users who contact the IT Service Desk, you'll play a vital role in supporting colleagues across the organisation. You’ll respond to incoming calls, emails, and tickets, accurately logging and managing each request via our service management system. Using your knowledge base and technical expertise, you’ll aim to resolve incidents and requests at first contact wherever possible.Where required, you'll escalate unresolved issues to the second or third-line support teams and make sure effective communication throughout. The role also involves basic desktop support and troubleshooting across software, hardware, network, and telecommunications systems.You’ll need strong technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with others, particularly with 2nd line colleagues. Good communication and interpersonal skills are essential, as you'll interact with staff at all levels via telephone, the IT Service Desk Portal, or in person by appointment.Understanding the ITIL framework is essential, and you’ll be joining a team actively working towards ISO 20000 certification.What We’re Looking For:Ability to work effectively under pressure in a fast-paced environment.Understanding of equality, diversity, and inclusion, in line with Bristol City Council’s Equality and Equal Opportunities Policy.Strong written and verbal communication skills.Confidence in providing technical support by phone in a professional and helpful manner.Excellent problem-solving skills and the ability to think logically and abstractly.Flexible and adaptable: able to multitask and stay productive during busy and quieter periods.Familiarity with ITIL principles and the importance of service levels (SLA/OLA).A strong team player who can also work independently with minimal supervision.Why Bristol City Council?At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For most of our role’s hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working.Join us and you will receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you will be working in a supportive environment where you will have the chance to make Bristol a better place and contribute to its future.How do I apply?If you share ourTo be shortlisted for interview you’ll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.We're a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We'll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.For an informal discussion in relation to this post please contact or At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit. The personal information section (including your name) you’ll complete as part of the application form will not be visible to hiring managers, but is used confidentially to make sure that everyone is treated fairly.