Service Delivery Analyst

Civc Centre, Queen Elizabeth Drive, Pershore, WR10 1PT
£21,074 - £27,358
12 Oct 2018
08 Nov 2018
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The ICT Shared Service Department provides ICT development and support to over 800 staff across South Worcestershire. We provide ICT services to Malvern Hills District Council, Worcester City Council, Wychavon District Council, and their partners.

Are you an enthusiastic Service Desk Analyst with a passion for ICT and customer service? Are you looking for a permanent opportunity and career progression? We are looking for an exceptional ICT Service Desk Analyst to join our professional ICT Shared Services Department, based at the Civic Centre in Pershore but with daily support across all of our customer’s sites.

Our staff are at the heart of what we do, and as a result we are always looking to recruit, develop and retain the very best talent we can find. That's why, as well as a satisfying job, we offer a range of attractive benefits, such as flexible working arrangements, generous holiday entitlements, a great pension scheme, plenty of opportunities for personal development as well as discounted childcare and gym membership.

We pride ourselves on being a progressive, forward thinking organisation who spend our time and energy on what matters to our customers, residents and communities.

Service Delivery Analyst

Full Time – 37 hours per week

Salary from £21,074 - £27,358 pa dependent on experience

This is a perfect position for an outgoing and friendly individual who enjoys working in busy office environments across various sites.

As a Service Desk Analyst, you will provide 1st and 2nd line ICT support to ensure that incidents and outages are minimised, whilst providing excellent customer service at all times. Your key role will be responsible for supporting about 1000 users and will involve taking ownership of any issues, and managing the issue through to resolution where possible.

Key Duties:

  • Service Desk Call handling via the telephone and direct contact
  • Deal effectively and efficiently with the majority of first point of contact issues
  • Escalation of incidents/problems in accordance with SLA’s
  • Installation of hardware and software
  • Operating, supporting and maintaining the Council’s Infrastructure
  • Formulating and maintaining all ICT documentation in accordance with ITIL
  • Developing and maintaining sound technical expertise to industry standards
  • Liaison with internal and external customers /organisations
  • Ensuring the security and integrity of all ICT applications and data


This is a busy role which will require an excellent customer service focus, great organisation and strong communication skills alongside a flexible approach. We are looking for someone to quickly establish themselves in the role.


You will have experience of working on a busy service desk providing 1st and 2nd line support, ideally in a local government environment.  With a good analytical mind you will be able to understand customer requirements and resolve issues efficiently.

The successful candidate will have:

* Previous experience of working in an IT support role

* IT skills and knowledge up to a HND/BTEC IT qualification (or equivalent) and evidence of continuous professional development

*Ability to travel to various locations in response to ‘call outs’ at short notice

You will need to have good oral and written communications skills, and be able to work with people at all levels of an organisation. You will need a creative approach to problem solving, and the ability to multi task. You will need to exercise discretion, use initiative and make decisions whilst working at times without supervision. We are looking for someone who has the ability to maintain composure in a fast paced and pressured environment and who is able to plan and prioritise their own workload to meet required deadlines.

For further information about this exciting opportunity, please contact Leesa Laird ICT Service Improvement Manager, on 01905 722108 or email

Closing date: 4th November 2018

Interviews: 14th November 2018

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Job Description & Person Specification

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