This Vacancy has closed.
Service Desk Analyst
  • Employer: Epping Forest District Council
  • Reference: EFDC/20/138860
  • Published: Wed 06/01/2021, 12:00 PM
  • Closing on: Sun 24/01/2021, 23:55 PM
  • Working Pattern: Full Time
  • Hours: 36 hours
  • Salary: £20,000 - £24,999
  • DBS Check: No
  • Location: Epping, Essex, Essex

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Service Desk Analyst

Permanent opportunity

We are changing and improving ICT service delivery to our customers. Could you be the right person to help us deliver improved performance as Epping Forest District Council’s ICT Service Desk Analyst?


Our district is facing an unprecedented period of growth, bringing changes in demographics, services required, and in the ways, people access those services. The drivers for change are:  
• Customers – Building services around the people we serve 
• Efficiency – Making the very best of our people, time and money 
• Effectiveness – An agile flexible workforce achieving our ambitions and working together and in partnership 


This is an exciting opportunity requiring initiative and drive in a fast-moving and dynamic service. As the Service Desk Analyst, you would be a key member of the ICT Service Team.  You would be required to have a strong background in customer service and problem management for ICT software applications such as Office 365 and be able to evidence this in your career path.


Duties include first and second line response to day-to-day provision of ICT support and advice for requests or incidents, following the ITIL process.  You will be required to use an ICT data management system to carry out ticket management and liaise with our customers in person, virtually, by telephone or via appointments. Providing crucial information to the Service Manager when major incidents are affecting service delivery to our customers and residents.


You must have excellent communication and inter-personal skills, be flexible and highly organised and a good team player.  You would provide positive participation and implementation of our ICT digital vision and strategy, delivering ambitious, innovative and forward-thinking approaches.


Working collaboratively across the organisation to bring about change and improvements to service delivery within finite resources.  Taking collective responsibility for ensuring that all resources are used to the benefit of our residents.


You will ensure the Council meets its statutory obligations and that the highest standards of probity and good conduct are maintained at all times. You will contribute to the wider Management Team and to the management of the Council, working collaboratively across the organisation to bring about change and improvements to service delivery within finite resources. 

To be successful you will have previous experience in ICT at first and second line response role, with a focus on continuous improvement. You will be ITIL qualified or equivalent with some formal training in service delivery and problem management.  Able to demonstrable a track record for delivering, motivating and inspiring staff in the delivery of services or projects. You will also be assessed on how you embody the Council’s core Values and Behaviours.

In return EFDC are offering a competitive salary and excellent benefits package which includes flexible working arrangements and career and professional development.

EFDC is an equal opportunities employer. They welcome applications, regardless of race, colour, nationality, ethnic or national origins, sex, disability, sexual orientation, gender reassignment, marital or civil partner status, pregnancy or maternity, age or religion or belief.


Post Ref: 1031QOM


Closing Date:  Sunday 24th January 2021 


Interviews to be held: Monday 8th, Tuesday 9th & Wednesday 10th February 2021