ICT Service Desk Analyst

Service Desk Analyst

• East Suffolk Council, Suffolk Coastal Port Health Authority
• Address: Port of Felixstowe, IP11 4SS 
• Salary: Band 3 to 5 Career Grade £27,274 - £35,570 per annum
• Hours: 37 hours per week
• Contract: Permanent

Suffolk Coastal Port Health Authority (SCPHA) has a dedicated ICT team providing all ICT services and support to SCPHA staff and operations based in the Port of Felixstowe, as well as supporting external users of SCPHA business systems across the UK.

We currently have the opportunity to join SCPHA as a Service Desk Analyst. 

The role:

To provide excellent customer service as the first point of contact for all Suffolk Coastal Port Health Authority (SCPHA) customers in relation to all ICT related incidents and service requests.  You will always act as a customer advocate, delivering customer service, advice, and technical support via several engagement routes by following, developing, and maintaining technical instructions and documentation as required. 

You will be a positive contributor to the IT services team by having a passion for ICT with an inquisitive nature alongside a proactive and planned approach to ensure the ICT infrastructure enables SCPHA and its customers to work to optimum effect. 

Primary duties include: 

• Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes telephony, printing solutions, hardware, user devices and desktop applications, software/business applications etc using remote management tools where appropriate so that incidents are resolved within agreed service level standards.
• Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process. 
• Maintain service desk records, asset registers and knowledge base, ensuring all data is recorded accurately following data recording requirements and up to date.
• Act as customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams.

What you will need:

Experience of working within an ICT helpdesk environment with experience in dealing with a wide range of customers. Excellent communication skills are essential. 

Working knowledge of operational ICT platforms and applications including Microsoft, Apple and Android as well as use of ITSM (service management systems), and experience of setting up mailboxes within and Active Directory environment and associated routine maintenance tasks. 

If you think you have what it takes to be successful in this role, even if you don’t meet all of the essential requirements, please apply. We would appreciate the opportunity to consider your application.

Why work for us?

East Suffolk Council is a great place to work and there are lots of benefits our employees can access. To find out more about why we are so proud of East Suffolk Council, take a look at our video and hear why our employees think it is such a great place to work (YouTube).

Here are some of the main benefits: 

• Generous leave entitlement (equivalent to 25 days a year, increasing to 31 days after 5 years’ service, plus bank holidays) 
• Local government pension scheme 
• Flexible working arrangements 
• Learning and development tailored to your role 
• A wide variety of staff support networks including access to health and wellbeing initiatives and programmes. 
• Discounts on mobile phones, computers, holiday and travel, fashion and clothing, health and beauty and many other products and services. 

Find more information about what we offer in our benefits brochure (pdf). 

To find out more

For an informal discussion regarding this post, please contact Jeremy Clipstone by emailing [email protected]

Closing date: 11pm, 13 November 2026

Interview date: TBC

How to apply

Step 1 - Read the advert and the Job Description and Person Specification - Service Desk Analyst 

Step 2 - Complete the Supporting Statement template (docx). Your statement needs to indicate how you meet each of the criteria contained within the Person Specification. Please use the template provided (other formats will not be accepted).

Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

For more information, check out the How to Apply section of our Career Site (URL).