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1st Line Support AnalystSouth Norfolk and Broadland Council • Norwich, England, United Kingdom
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1st Line Support Analyst

South Norfolk and Broadland Council
  • GB
    Norwich, England, United Kingdom
  • GB
    Norwich, England, United Kingdom
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About

How would you like to use your interest in IT to deliver outstanding support to all IT users across the Councils? You could be working in a fast passed, skilled, friendly IT Service Desk team to help develop your IT skills and knowledge. What you'll be doing … * Serve as the first point of contact for all Users contacting the IT & Digital Service Desk via a variety of channels including the ICT service desk Portal & our walk up desk. * Provide first-line technical support to diagnosing and resolving hardware, software and network related issues. Escalate to second line any that cannot be resolved at first line. * Log, track and manage incidents and requests using the Councils' IT Service Management tool applying appropriate categorisation and prioritisation. * Responsible for the set-up, installation and configuration of computer hardware, peripherals and mobile devices, updating the Councils' asset register. * Follow documented processes, policies and procedures to ensure a consistent and quality service every time. * Maintain accurate and up to date documentation of common issues and resolutions, regularly updating the Knowledge Base. About you We're looking for someone with practical knowledge of Service Management, ideally certified through a recognised framework such as ITIL , together with experience within an IT support environment. Previous work in an IT support service or call centre is essential, along with a customer-focused approach that puts the user at the heart of everything you do. You should be familiar with common software applications and be able to explain technical concepts to non-technical users. Closing date: Friday 02 January 2026 Interview date: To be confirmed Why Join Us? We offer flexible working hours for most office-based roles, allowing for a healthy work-life balance. As part of our team, you will enjoy a range of employee benefits, including free onsite parking, employee discounts, a competitive holiday allowance, wellbeing initiatives, and the opportunity to join the Local Government Pension Scheme. You will be joining a progressive and supportive organisation that is committed to making a positive impact on the communities we serve. The Councils reserve the right to close any and all vacancies at any time if there is judged to be a sufficient number of applications received. South Norfolk and Broadland Councils are committed to promoting the welfare of children and vulnerable adults and all applicants must be willing to undergo appropriate checks for the position, including checks with past employers and the Disclosure and Barring Service
  • Norwich, England, United Kingdom

Languages

  • English
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