Service Desk Analyst Level 1

Job description

Job description

Permanent
Full Time 37 hours per week

INTERNAL ONLY (Devon County Council Employees Only)

Join Our Service Desk Team

Are you passionate about delivering excellent customer service and solving problems? Do you enjoy helping people and want to build a career in IT? If so, we'd love to hear from you.

We are looking for a motivated and customer-focused Level 1 Service Desk Analyst to join our busy Service Desk team. As the first point of contact for IT support, you will play a key role in ensuring our customers receive a professional, friendly, and efficient service.

What You'll Be Doing

• Acting as the first point of contact for IT incidents and service requests via phone, and self-service.
• Logging, categorising, and prioritising incidents and requests accurately.
• Providing first-time fixes wherever possible using documented procedures and knowledge articles.
• Troubleshooting hardware, software, password, network, and access-related issues.
• Keeping customers updated on the progress of their incidents and requests.
• Maintaining accurate records within the IT Service Management system.
• Contributing to knowledge base articles and continuous service improvement activities.
• Delivering an outstanding customer experience with every interaction.

What We're Looking For

Essential

• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Good attention to detail and organisational skills.
• Experience using Microsoft 365 applications.
• Ability to work effectively as part of a team.
• A willingness to learn and develop technical knowledge.

Desirable

• Previous experience in a Service Desk, Help Desk, Contact Centre, or customer support environment.
• Knowledge of ITIL principles and practices.
• Understanding of Windows operating systems and common business applications.
• Experience using IT Service Management tools.

What Success Looks Like

You'll be successful in this role if you:

• Put customers at the heart of everything you do.
• Take ownership of issues and see them through to resolution.
• Communicate clearly and professionally.
• Continuously seek opportunities to improve both yourself and the service provided.
• Contribute positively to a collaborative and supportive team culture.

Our offer to you

Working for Devon County Council (DCC) has all the benefits that you can expect from a large employer.

In return for the vital contribution that you make, we offer:

• 26 days annual leave per year (rising with length of service) plus Bank Holidays effective from 1 April 2024.
• Membership of the Local Government Pension Scheme - more information can be found on the Peninsula Pensions website.
• Access to our confidential Employee Assistance Programme - available 24/7 to support you with personal and work life.
• Flexible working opportunities, including home-working (subject to the needs of the role).
• Discounts from local and high street retailers through the Devon Discounts scheme.

For an informal discussion please contact Carolyn Deering [email protected]

Interview Date: 28/10/2026

How to apply

Please ensure when completing your application form that you provide a supporting statement which demonstrates how you meet the essential and desirable criteria as described in the person specification of the job description. Applications may not be taken forwards if the supporting statement is not adequately completed.

Internal Applicants, please note: If you are an existing DCC employee, please use your iTrent Employee Self Service (ESS) details to log in and apply.

Please click here to see the Job Description

• DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages .
• For details on the use of AI in applications and Devon County Council's use of AI in Recruitment please see Use of AI in Our Recruitment Processes - Working for Devon | Devon County Council
• Happy to Talk Flexible Working - The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
• We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• Personal data we collect from you will be processed in accordance with the Applicant privacy notice .
• For more information about Working for Devon please visit our Working for Devon page .
• We cannot consider visa sponsorship at this time. UK Right to Work is required. For further guidance on right to work in the UK, please visit: Work in the UK - GOV.UK (www.gov.uk).
• This role requires a DBS disclosure.