Senior Service Desk Analyst

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Details

Join Our Digital Services Team as a Senior Service Desk Analyst

Are you passionate about delivering outstanding IT support and leading by example? Dudley Council is looking for a Senior Service Desk Analyst to help shape the future of our digital services.

As a key member of our Service Desk team, you'll:

• Supervise day-to-day operations and support delivery
• Lead by example in providing first-line technical support
• Champion customer service excellence across all channels
• Promote self-service and proactive problem-solving
• Collaborate with teams to drive continuous improvement

We're seeking someone with:

• Proven experience in a fast-paced IT service desk environment
• Strong knowledge of ITIL best practices (ITIL Foundation preferred)
• Excellent communication and troubleshooting skills
• A proactive, customer-focused mindset

This is your opportunity to make a real impact in a forward-thinking council committed to digital transformation and service excellence.

Location: Dudley/Hybrid
Grade: 7
DBS Check: Basic required

Apply now and be part of a team that values innovation, collaboration, and professional growth.

Top tip when applying - As we've got a new recruitment system the application process has changed a little. You'll need to register and create a profile the first time you apply. If you use a personal email to create a profile, then please be aware that once you've registered just pop back to the job advert and you'll then be taken to login and apply.

So that we can demonstrate Dudley's commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or acl@dudley.gov.uk who can support with Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so.

The Council's full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications

Attached documents
Employee Benefits List.pdf
Senior Service Desk Analyst Person Specification.docx
Senior Service Desk Analyst Job Descrition.docx