Technology & Digital, and Governance

ICT / Digital

Service Desk Analyst

Ref: 001385

Contract: Permanent

Salary: £28,598 - £31,022 per annum (Grade 4)

Hours: 36.66 per week

Location: Spindles, George St, Oldham OL1 1HD, Hybrid Working

Hiring Manager: Kieran Kilbride (Kieran.kilbride@oldham.gov.uk)

Closing Date: Sunday 12th April 2026

Interview Date: TBC.

Role Overview:

An opportunity has arisen in the councils ICT service to join our Service Desk Team, as a Service Desk Analyst.

We are seeking a proactive and customer-focused Service Desk Analyst to join our IT Services team. In this key role, you will be the first point of contact for technical support across the council, helping staff resolve IT issues efficiently and professionally.

You’ll handle incoming service requests, troubleshoot hardware and software problems, and ensure timely resolution and escalation in line with service level agreements. Your ability to communicate clearly, manage priorities, and work collaboratively with technical teams will be essential to maintaining high levels of user satisfaction in line with KPIs.

The ideal candidate will have experience in a service desk or IT support role, familiarity with ITIL best practices and a strong understanding of the Microsoft stack. A commitment to continuous improvement and a passion for delivering customer service are a must. This position offers an excellent opportunity to advance your professional skills whilst enabling the delivery of essential public services within a community-focused setting.

Key Responsibilities:

• Remote hardware and software fault diagnosis and fix
• Conduct daily diligence checks for inactive devices, risky logins and impacted infrastructure
• Support and troubleshoot Microsoft Windows 10/11, Microsoft Office 365, and any other authorised desktop applications directly or via Microsoft System Centre Configuration Manager (SCCM) and Microsoft Intune
• Ensuring all incidents and requests are dealt with within agreed SLAs in order to meet the measured KPIs
• Create and maintain support documentation, including processes, procedures, user guides and known errors, whilst contributing to a working knowledgebase
• Participate in team projects that enhance the quality or efficiency of IT services, which will add value to the customers' service through improved efficiency or cost savings

Key Requirements:

To succeed in this role, you will be able to:

• Analyse and interpret data and present it effectively to various audiences to inform decision-making.
• Communicate effectively and be confident to challenge when advising and supporting senior officers
• Excellent organisational skills to agree, develop and manage the provision of appropriate business intelligence; ensuring managers have access to appropriate and timely information about their service and Oldham.

About Us:

We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities. We’ve identified three missions with our residents and partners, focusing on what will deliver the biggest impact:

A Great Place to Live, Healthier, Happier Lives, and Green and Growing.

We’re looking for candidates who will support us to achieve our ambitions and we encourage you to download our Corporate Plan: Ready for the Future and our Oldham Plan for further information.

Our Values and Behaviours:

By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate. These are ‘Proud, Ambitious, and Together’, and they shape our culture, inform our decisions, and inspire us to deliver on our commitments to the people of Oldham.

We have translated these values into five behaviours which guide our actions and are the standards we hold ourselves to, day in and day out:

• Work with a resident focus
• Support local leaders
• Committed to the borough
• Delivery high performance
• Take ownership and drive change

You can find out more about our values and behaviours on our greater.jobs Oldham page

Our Benefits Package:

At Oldham Council we offer a great benefits package for our employees, which includes the following:

• 25 days annual leave which increases after 5 and 10-years’ service
• The option to purchase additional annual leave.
• An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
• Discounted gym membership with Oldham Active.
• Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
• Salary sacrifice scheme for home and electronics and Cycle to Work.
• Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
• Staff recognition and celebration events.
• Peer support groups

Inclusive Recruitment:

We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expect all staff and volunteers to share this commitment.

If you have lived or worked abroad for 3 months or more in the last 5 years or 12 months or more (whether continuously or in total) in the last 10 years whilst aged 18 or over, please refer to the link below for details for how to obtain your Certificates of Good Character. https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants

Unfortunately, at this time we are not able to offer sponsorship.

If you have completed the GM Elevate (Leadership Development) Programme please indicate this within the ‘About You’ or ‘Supporting Statement’ section of your application.

If you’re an applicant with disabilities and have previously been in or currently in care, a carer, someone who has served in the Armed Forces, or you’ve participated in the GM Elevate Programme, and you meet the essential criteria of the role, you are guaranteed to reach the first stage of assessment under our Guaranteed Assessment Scheme.

Data and Privacy:

For details of how we use your data please see our privacy notice.

Important Information:

Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.

Right to Work in the UK from 1st July 2021.doc