Service Desk Analyst

SC6: Starting Salary £34,770 pa rising in annual increment to £35,862 per annum incl LW

Permanent

About Us:

It is an exciting time to join Lambeth Council, we have bold ambitions for the future of Lambeth’s communities and residents through our Lambeth 2030 Plan ‘Our Future, Our Lambeth. To deliver on these ambitions, we have embarked our transformational One Lambeth Programme ensuring we are ‘connected by purpose,’ in everything we do to deliver excellence. We are proud to have recently developed a refreshed set of One Lambeth Values and Behaviours that were develop for staff by staff; Equity, Ambition, Kindness, and Accountability. For more information, please have a look at our dedicated One Lambeth Values and Behaviours page.

About the Borough:

Located in the heart of South London, Lambeth Borough is a vibrant community of over 317,600 residents. Stretching from the dynamic neighbourhood of Streatham in the South to the iconic landmarks of Waterloo in the North, we are proud to be the 9th largest borough in London. Our diversity is our strength, with more than 130 languages spoken, making Lambeth the home of the Windrush generation, London's largest LGBTQ+ community, and a thriving Portuguese-speaking community.

With exceptional schools, lush green spaces including Brockwell Park, cultural gems like the Black Cultural Archives, and world-renowned institutions such as St Thomas's Hospital, Lambeth offers an enriching and dynamic environment.

About the Team:

A very exciting permanent opportunity has arisen for a Service Desk Analyst to join the Lambeth Technology Service at Lambeth Council. Lambeth Technology is a reimagining of the traditional IT Service, with a focus on the people, culture and processes required to drive technology innovatively. The Council is ambitiously transforming and improving how services are delivered to residents and Lambeth Technology is key to that success.

About the Role:

As a Service Desk Analyst, you will be responsible for providing initial triage and support for all 1st and 2nd line incidents and requests. You will also be responsible for maintaining the ITSM toolset used by the council, keeping customers updated throughout the lifecycle of the ticket.

Key skills required for the Service Desk Analyst are:

• Knowledge and experience supporting end user devices and other hardware.
• Knowledge and experience providing 1st and 2nd line remote and in-person support.
• Proven track record of customer-focused service delivery.
• Knowledge and experience using a service desk ITSM tool.

To be considered for interview, your CV and supporting statement will clearly evidence:

In this section, provide a short and concise summary of the values, behaviours, and skills needed for success. Use bullet points for specific skills, experiences, or qualifications.

For detailed qualifications and requirements, please review the job description and person specification in hyperlink below:

Job description & person specification

Contact Information:

For an informal discussion about the role, please contact [Mr Brian Adams] at [badams@lambeth.gov.uk].

Recruitment Timelines:

Advert close date: 11:59pm on 31st December 2023

Shortlisting: 5th January 2024

Interviews: Week commencing 8th January 2024

Benefits:

We believe in rewarding our staff. When you join us, you'll gain access to a range of benefits, including:

• Participation in our 5 Staff Networks: Black, Asian, and Multi-Ethnic, LGBTQ+, Disability, Young Professionals, and Women's.
• Generous annual leave entitlement starting from 27 days, increasing to up to 35 days depending on length of service.
• Membership in the Local Government Pension Scheme.
• Hybrid Working.
• Employee Assistance Programme.
• Occupational Sick Pay based on length of service.
• Discounts at local restaurants.
• Discount at our Active Lambeth Gyms.
• Learning and Development opportunities, including Apprenticeships.
• Cycle to Work Scheme.
• Secure Bike Storage facilities at our Town Hall and Civic Centre.
• Trade Union Membership.

How to Apply:

If you're interest in this opportunity, click on the apply button and complete an online application.

In your supporting statement, please clearly demonstrate how you meet the shortlist criteria marked with an 'A' at shortlist stage. We operate an anonymised application process, so be sure to remove personal details when uploading your CV or personal statement.

At Lambeth, we are dedicated to providing quality services and equal opportunities for all. We are committed to safer recruitment and are proud to be a Stonewall diversity champion, a Living Wage Employer, and to guarantee interviews for all disabled candidates who meet the minimum criteria of the role. For a full list of our accreditations, please click here.