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Enterprise Service Desk Technical Support Analyst

Salary Details:
£27,228 - £30,648 + PREMIA
Advertising End Date:
18 Jun 2019
About The Role

Enterprise Service Desk Technical Support Analyst

12 month fixed term contract 

The Digital Team are looking to recruit an Enterprise Service Desk Technical Support Analyst

The team: The Digital Team are responsible for the maintenance and development of council IT systems, ensuring staff benefit from the council’s forward-thinking digital strategy and receive timely response to IT support needs.

The Enterprise Service Desk, a team of five within the Digital team, won the Service Desk Institute “Best Small Service Desk” award in 2016. Our aim is to exceed this standard by building a team that’s passionate about customer service, assisted by efficient support processes.

The Enterprise Service Desk Technical Support Analyst provide 1st and 2nd line support and contribute to project work.


  • Telephone, remote and deskside support.
  • Workload management in the team’s service management tool, ensuring all service tickets are kept updated with progress and ensuring workload tasks are appropriately prioritised.
  • Installation and configuration of thin-client terminals, Chromebooks, PC’s, mobile phones and other hardware.
  • Desk moves.
  • Office 365 admin and other systems admin tasks.
  • Starters and leavers – provisioning and retiring accounts.
  • Track and manage support requests logged with 3rd parties.
  • Work closely with the Technical Infrastructure team to co-ordinate support requirements and involvement in projects.
  • Out of hours support

Required capabilities:

  • You will have at least two years’ experience in IT support, ideally with IT related qualifications and be able to demonstrate a good understanding of technology in the workplace which might include Windows, Microsoft Office, email systems, dumb terminals, Citrix/ terminal services, cloud computing, Office 365, networking, cyber security risks and concerns.
  • Ability to prioritise workload effectively.
  • Excellent customer service skills.
  • A strong “team player”.

Flexibility to cover occasional evening or weekend work would be an advantage.

For full details about the role, please click on the Role Profile tab to apply.

On 01 November 2018, it was announced by the government that the five councils in Buckinghamshire will become a single unitary authority in April 2020.  Any changes made to the structure of local authorities in the county may affect council employees in the future.  Therefore, the five councils have agreed to restrict applications to this position to current employees of the five councils for a period of 14 days from 4th June to 18th JuneExternal candidates are welcome to submit their application at any point; however, if a current employee applies during this 14 day period, their application will be assessed prior to the council considering applications from external candidates.

If you have any questions, please contact AVDC Recruitment at recruitment@aylesburyvaledc.gov.uk

Please note that we only consider applications made via our website.

About You

Customer focus & insight – You will ensure that our customers are the driving force behind everything that we do by having a strong commercial focus.  You will provide excellent customer service, delivering value to all our customers.

Delivering results – You will be accountable and aware of what our customers need.  At every opportunity you will look for ways to continually improve the service provided to our customers, working within financial constraints.

Maximising personal potential – You are constantly looking to develop and challenge yourself, maximising  your personal potential and that of others. You will create opportunities and act with integrity to empower  yourself and others, to be the best they can be. 

Building effective relationships – You will collaborate and build valuable relationships, internally and externally, to ensure the success of AVDC, by actively listening and communicating clearly with everyone you interact with. 

Innovating and adapting to change – You are forward thinking and solution focused,  you are confident  working  with others to create, develop and implement new ideas.

About Us

AVDC is at the forefront of changing the way that local authorities work in the future. The council is a multi-award winning and highly successful authority that recognised that local government funding was set to change for good. We have adopted a more commercial approach where we strive to generate income streams and find more cost effective ways of operating. Achieving our goal of being 100% in the cloud we calculate has saved us £6m over five years.

Our vision is to secure the economic, social and environmental wellbeing of the area. Our aim is to create more business opportunities, so that ultimately we can ‘give back’ to the community.

We pride ourselves on offering a fantastic, family friendly place to work. We promote flexible working with many opportunities for learning and development, along with an attractive benefits package. We have a state of the art head office at The Gateway, with easy access and free parking.

As an ambitious council with a strong culture based on clearly defined values, underpinned by a commercial behavioural framework, we are looking for enthusiastic, commercially-minded, motivated people to be part of our team.