Position: Support Analyst

Organisation: Leicester City Council
Location: City Hall, 115 Charles Street, Leicester (with hybrid working options)
Contract: Full-time, Permanent (37 hours/week)

💻 About the Role

Leicester City Council is looking to strengthen its IT and technical infrastructure by hiring a proactive Support Analyst. You’ll provide first- and second-level technical support, resolve user issues across a variety of services, and help ensure the Council’s systems remain reliable, efficient, and secure.

🧩 Key Responsibilities

• Respond to, diagnose, and resolve service desk incidents and service requests via phone, email, and ticketing system.

• Troubleshoot desktop, laptop, mobile device, and software issues, including MS Office, corporate applications, and printers.

• Setup and configure new user hardware and provide user onboarding and offboarding support.

• Assist with user access management: provisioning, updating, and deactivating accounts in line with access policies.

• Escalate more complex issues to specialist teams (network, server, applications) and coordinate resolution.

• Contribute to technical documentation: user guides, FAQs, and knowledge base articles.

• Conduct routine system health checks and preventative maintenance (e.g., patching, backups, security updates).

• Identify recurring incidents/trends and propose improvements to reduce service disruption.

• Support IT projects and system deployments; assist with user training where required.

• Ensure compliance with GDPR and IT security policies.

✅ Essential Qualifications & Experience

• A+ certification or equivalent technical qualification, or demonstrable experience in a technical support role.

• Proven experience delivering desktop and application support in a corporate environment.

• Strong understanding of Windows OS, Active Directory, Office 365, and network basics.

• Good troubleshooting skills, time-management, and the ability to prioritise incidents.

• Proficient written and verbal communication skills.

• Customer-focused approach with ability to deal with issues calmly and effectively.

🎓 Desirable Qualifications & Skills

• ITIL Foundation qualification or familiarity with ITIL framework.

• Experience with service desk platforms (e.g., ServiceNow, Jira Service Management).

• Knowledge of SCCM, Intune or MDM solutions for device management.

• Basic understanding of network hardware, VPN, or remote support tools.

• Awareness of cybersecurity best practices and user training techniques.

🌟 What We Offer

• Participation in the Local Government Pension Scheme (LGPS)

• Hybrid working, flexible hours, and a supportive IT department culture

• Annual leave entitlement, additional bank holiday closure days

• Training and career development support (e.g. ITIL, Azure Fundamentals)

• Employee wellbeing initiatives and inclusive staff networks

• A dynamic workplace contributing to public service improvement

🧭 How to Apply

1. Go to Leicester City Council’s careers website: leicester.gov.uk/jobs

2. Complete the online application form, upload your CV, and provide a supporting statement (up to 2 A4 pages) with examples of past experience.

🌍 Equality & Diversity

Leicester City Council welcomes applications from people of all backgrounds and is committed to fair and inclusive recruitment. Adjustments available on request.