Service Desk Analyst

The Service & Team:

Our IT Service Desk is the first point of contact for approx. 8,000 colleagues across Cornwall Council. For years, we've been the silent backbone of the council's digital transformation, evolving from a small support unit to a dynamic team of problem-solvers. We take pride in our ability to resolve a wide range of technical issues, from desktop support to network connectivity, while always putting the customer at the heart of what we do. Currently, our team is focused on migrating our legacy systems to a cloud-based infrastructure, a project that will dramatically improve our service delivery and enable our colleagues to work more efficiently from anywhere.

The Role:

As an IT Service Desk Analyst, you'll play a pivotal role in ensuring the smooth operation of the council's IT services. On a day-to-day basis, you'll be the friendly voice on the phone and the expert behind the live chat, diagnosing and resolving technical issues reported by our customers. Your primary responsibilities will include logging incidents and service requests, provide timely and effective first-line support, and escalate complex issues to our second-line support teams. You'll be the customers advocate, ensuring their issues are tracked and resolved efficiently, and you'll play a key role in maintaining our high standards of service.

This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies. 

The position will be subject to a basic criminal record disclosure check. 

What You’Ll Need To Succeed:

To excel in this role, you'll need strong analytical skills to quickly diagnose the root cause of an issue and recommend the most effective solution. You'll also need excellent communication skills to explain technical problems in a clear and customer-friendly manner to a wide range of colleagues. We're looking for someone with proven experience in an IT support or service desk environment and a solid understanding of ITIL principles. While not essential, a qualification in an IT-related field is a plus. The ability to work under pressure and manage multiple priorities simultaneously is also crucial to your success. 

Please read the role profile for the full details of this role attached below in this advert

What You’Ll Get In Return:

Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.

Our core employee rewards and benefits include:

• a competitive salary.
• a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
• a generous annual leave entitlement with the potential to purchase additional leave.
• A national award-winning employee health and wellbeing programme
• Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services.

Additional Information:

Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.

The full role profile is attached here 

For more information or an informal chat about the role please contact Neil Clements on neil.clements@cornwall.gov.uk

Application Process

Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process.

Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application.