Service Desk Analyst

Job Introduction

Join the West Midlands Combined Authority as a Service Desk Analyst and help provide the reliable IT support that enables colleagues across WMCA and partner organisations to do their jobs effectively.

This role plays an important part in keeping our digital services running smoothly, supporting colleagues with incidents, service requests, access issues and day-to-day IT queries. By helping our people use technology confidently and securely, you will contribute to the delivery of effective public services and support WMCA’s wider ambitions for the region, including reliable transport, joined up working and making WMCA a great place to work and belong.

We are looking for someone with experience in an IT support environment who can provide excellent customer service, troubleshoot issues, manage multiple requests and work well with colleagues across the WMCA.

Please note that this is a 12 month fixed term contract.

What you’ll be doing.

• Provide first and second line support for IT incidents, problems and service requests.
• Log, manage and resolve tickets through the Service Desk system.
• Support users by phone, email, self-service portal and face to face where required.
• Troubleshoot issues relating to Microsoft Windows, Office 365, Exchange Online, Active Directory, hardware, software and remote desktop tools.
• Escalate incidents and requests to third line teams, contractors or suppliers where needed.
• Keep users updated on progress in a professional and helpful way.
• Support access requests in line with information security processes.
• Provide initial cyber security support where required.
• Help develop self-help guidance and knowledge base articles.
• Support continual improvement of Service Desk processes and procedures.
• Assist with ordering IT goods and services and keeping records up to date.

What’s essential.

• Experience working in an IT support function.
• Experience troubleshooting IT issues toa good level.
• Familiarity with remote desktop tools and service desk applications.
• Experience installing hardware and software.
• Good understanding of incident, service request, problem and change management processes.
• Excellent knowledge of support issues within a Microsoft desktop environment.
• Knowledge of good information security practice.
• Excellent communication skills and a friendly, customer-focused approach.
• Ability to take ownership of tickets and keep users informed.
• Strong organisational and prioritisation skills.

For a full list of responsibilities and person specification, please refer to the job description attached.

Recruitment Partner: Sally Stuart

Pay Scale: SP25 - SP29

Location.

The location for this role is 16 Summer Lane, Birmingham, B19 3SD with at least 2 days a week spent in the office.

How to apply.

Applying for a role internally is straightforward. Follow these steps to get started.

• Create our Careers Account. Register with your name, work email address and a password. Please add your personal email address as a secondary contact method.
• Build your profile. Upload your CV to help populate your career and education details
• Write your Supporting Statement. Make sure to address each of the required essential criteria.
• Inform us you already work for WMCA. You’ll be asked ‘Already work for WMCA?’. Please answer ‘Yes’ to this question.
• Submit your application. Do one final check and once complete, click submit.

Anonymised Applications.

Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. it’s your chance to showcase your skills and experience.

Using Artificial Intelligence (AI)

We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting.

For more information on how to apply, please visit the Applying for a Role Internally page on our intranet or speak to one of the Recruitment Team.

Reasonable adjustments.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).

Looking for a more flexible way of working.

If you are currently working on a part-time basis and wish to be considered for this role, please indicate your preference when you apply. We strive to create a supportive and inclusive environment for all our team members and will assess applications based on individual merit.

Before you apply.

Before diving into a new opportunity, we encourage you to have a conversation with your current line manager. Sharing your career aspirations with them is important, as they can provide valuable guidance and support your development journey. They can also assist you throughout the recruitment process and continue to help you grow, even if this opportunity isn't the right fit.

Eligibility.

Only current employees of WMCA, and those considered temporary agency workers, are eligible to apply through this platform. If you are not currently employed by WMCA, please visit our external careers site to view and apply for available positions.

Please note that positions advertised as Fixed Term Contracts may also be offered as an internal secondment. If you are considering an internal secondment, please ensure you have discussed it with your current line manager. This will ensure that they keep your substantive job open for your return.