Service and Support Analyst

Be part of something bigger. Be part of Norwich.

Are you passionate about helping people and fixing IT issues that matter?

Do you enjoy being hands‑on, solving problems, and delivering great customer service?

Job Description

What you’ll be doing

• Providing first‑line IT support via the Helpdesk and in person
• Troubleshooting issues across Windows, Microsoft 365, hardware, and business systems
• Managing incidents and requests through our IT service management system
• Setting up devices, supporting users on site, and resolving issues first time where possible
• Administering user accounts and access in line with security policies
• Helping improve the service through better knowledge articles, processes, and user experience

What we’re looking for

• Experience in an IT helpdesk or technical support role
• Strong problem‑solving skills and a genuine customer‑focused mindset
• Confidence explaining technical issues in plain English
• Someone reliable, organised, and happy working in a busy support environment
• Full UK driving licence and willingness to be office‑based

Responsibilities

• Deliver first‑line technical support via the Helpdesk, resolving incidents and requests across hardware, software, and council business systems.
• Log, prioritise, and track all incidents and service requests accurately through the IT service management system.
• Use technical skills and privileged tools to administer user accounts, configure devices, install and support applications.
• Provide routine advice, demonstrations and hands‑on assistance to users across all council sites.
• Maintain accurate records of hardware and software assets, ensuring compliance with licensing and replacement policies.
• Create, review and update online help materials, FAQs and knowledge base articles to empower users and promote self‑service.
• Uphold the council’s information security, data protection and UK GDPR standards.
• Manage user access, group memberships and system permissions in accordance with IT governance.
• Monitor systems and devices proactively to identify potential issues or performance concerns.
• Assist with testing, deployment and user engagement for IT projects and change initiatives.
• Investigate recurring incidents, analyse root causes and document lessons learned.
• Work to agreed service level targets, ensuring timely resolution and a consistently positive user experience.
• Escalate appropriately to second‑line or specialist teams where required.
• Use operational insight and customer feedback to identify opportunities for process, system and service enhancements.
• Work closely with service and support engineers, project teams and other ICT colleagues to ensure cohesive service delivery.

Skills Required

• Proven experience working in an IT helpdesk or technical support role, providing first‑line assistance to users across a range of systems and environments.
• Demonstrable experience diagnosing, troubleshooting and resolving technical issues across hardware, operating systems and applications.
• Strong working knowledge of Microsoft Windows, Microsoft 365 (including Outlook, Teams and Office applications) and other common business software.
• Practical knowledge of Active Directory, Group Policy and user account administration.
• Solid understanding of computer hardware, operating systems, applications and basic networking.
• Experience using IT service management tools to log, track and manage incidents and service requests accurately.
• Proven ability to deliver professional, customer‑focused IT support both remotely (e.g. via Teams or phone) and in person.
• High level of IT literacy and technical competence.
• Ability to apply practical troubleshooting and problem‑analysis techniques efficiently.
• Strong verbal and written communication skills, explaining technical concepts clearly.
• Excellent attention to detail and a proactive approach to identifying, prioritising and resolving issues.
• Good analytical skills, with the ability to interpret data, identify trends and apply creative problem‑solving approaches.
• Capable of managing a busy workload while delivering individual and service objectives to a high standard.
• Ability to plan, organise and prioritise workload independently while meeting service targets.
• Capable of making quick and effective decisions under pressure to maintain service continuity.
• Enthusiastic, adaptable and willing to embrace new challenges, technologies and ways of working.
• Effective team player, sharing knowledge, mentoring colleagues and collaborating across departments.
• Ability to contribute to IT projects and support change initiatives.
• Strong listening skills and ability to respond to diverse user needs.
• Skilled in building and maintaining positive working relationships with colleagues, users and third‑party suppliers.
• Committed to delivering high‑quality customer service and continuously improving user experience.
• Able to model professional behaviours that promote a culture of empowerment, initiative and transparency.
• Proficient in using IT service management tools and knowledge bases.
• Occasional weekend and evening work may be required.
• Requirement to be office based.
• Full UK driving licence.

Educational Requirements

• An excellent standard of general education, demonstrating literacy, numeracy and IT competence.
• Relevant professional or technical qualification in IT support (e.g. CompTIA A+, Level 3 IT Diploma or equivalent), or equivalent practical experience.
• Demonstrable training or practical experience in delivering IT helpdesk support, including fault diagnosis, incident and service request management and providing user guidance.
• Evidence of continuing professional development in IT, technical skills or customer service.

Equal Opportunities Policy

The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.

Benefits

• All employees are eligible to join the Local Government Pension Scheme (LGPS).
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro‑rata for part‑time employees.
• In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
• Norwich City Council supports its employees through the provision of occupational health and employee assistance support.

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