Service Desk Analyst

Hours: 37 Hours Per Week

Vacancy Type: Permanent

Interview Date: 26th November 2026

Closing Date: 30th October 2026

Salary: Grade 4 (£27,709 - £30,515 FTE)

**Once you have submitted your application, please email [email protected] with your name, vacancy title and application reference so that we can check that your application has been received**

Inspire: Culture, Learning and Libraries is an organisation delivering a range of cultural, heritage, learning and library services across Nottinghamshire.

We are looking for an individual to become part of our growing ICT team. This is an opportunity to join our in-house ICT team and have the opportunity to be part of the process to implement our service offering.

As a Service Desk Analyst, you would be providing technical support and guidance to Inspire staff and have proven experience in troubleshooting escalated IT issues, with solid analytical and problem-solving skills. As well as working on tasks and projects to deploy solutions and develop services, you will ensure all incidents and requests are logged on the company service desk management platform.

The ideal candidate will have the ability to mentor other members of the team as well as producing support documents and possess excellent customer service skills to ensure Inspire service and performance standards are met.

The role can be based from Inspire Headquarters in Nottingham or Mansfield Library (along with Hybrid/Home working) and will support delivery of ICT services across 60+ Libraries, 30 Inspire Learning Centre’s as well as Nottinghamshire Archives, Youth Arts and Cultural centres and venues across Nottinghamshire.

The ability to travel across Nottinghamshire is highly desirable.

Inspire is committed to applying its Equality Policy at all stages of recruitment and selection. The selection process will be carried out without regard to disability, gender, gender reassignment, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy and maternity or trade union membership.

For more information, please contact Thomas Mason (ICT Service Desk Manager) at [email protected] or 07795 913628.

Job Description

Job Title: Service Desk Analyst

Grade 4

Job Purpose

• To support the provision and use of ICT, systems and data service across all Inspire services, providing ICT technical support and guidance to staff, learners and customers, undertaking a range of duties to maintain the safe and effective use of computers, systems and technologies.

• To proactively monitor all ICT requests and ensure timely resolutions, supporting the wider team.

Key Responsibilities

• To support the work of the ICT Service Desk Manager and team to deliver, exploit and develop an integrated ICT service across all Inspire Services.

• To undertake specific tasks and projects to resolve issues, deploy solutions or develop services to ensure Inspire service and performance standards are met.

• To provide ICT technical support and guidance to staff, learners and customers, advising users on the correct use of computers, software, and mobile technologies.

• Proactive monitoring of all requests, incidents and problems at all times.

• To ensure tickets on the helpdesk are resolved in a timely manner ensuring all stakeholders are happy with the resolutions.

• To lead on Service Desk calls as needed and support escalations from the team.

• To act as an escalation point for unresolved issues and provide a focused investigation/diagnosis, working with infrastructure and application teams as required.

• To draw conclusions from the resolved tickets to impact the direction of future training or hardware needs.

• To lead on asset management and carry out periodic checks.

• To develop and lead a rolling programme of maintenance across the ICT estate.

• To mentor ICT Technicians and provide opportunities for technical and soft skill development.

• To deputise for the ICT Service Desk manager in leading the service desk and support team.

• To provide training sessions where appropriate and lead the creation of ‘How to’ materials.

• Ensure common tasks and processes are documented effectively.

• To work alongside the support team to continuously develop and improve standard documentation.

• Fulfil and process orders and disposals of ICT equipment, laptops, mobile phones and peripherals.

• To build good relationships across Inspire, the ICT provider and systems suppliers.

• To undertake tasks as directed by the ICT Service Desk manager to support and deliver an effective ICT service across all Inspire services.

• Be aware of the Data Protection Act, GDPR and e-safety under the direction of the ICT Team and ICT Manager to ensure security, confidentiality and performance of ICT systems are maintained.

• The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines, contractual requirements, and professional best practice

• The post holder will perform any duties or tasks assigned by management required to meet service needs as appropriate to the role.

Education and Knowledge Required for the role

• Technical knowledge of common IT services – Microsoft technologies, desktop support, networks.

• Good knowledge of Office 365, Windows desktop, and servers.

• Technical qualification and/or evidence of continued professional development.

Skills and Experience

• Previous experience in an IT support role.

• Excellent problem solving and interpersonal skills, working to deadlines and attention to detail.

• Experience of leading complex and difficult diagnosis across a wide range of technologies.

Role Dimensions

• Support of IT systems.

• Supporting 1000 endpoints across 67 locations in Nottinghamshire and approximately 700 users.

• Liaison with system and service providers.

Inspire Competencies

Customer Service (Competency Level 2)

• Demonstrates effective customer service skills – in person, online, email or on the phone - identifies and satisfies customer needs, adjusting their style with a friendly and professional approach as appropriate for the customer, respecting confidentiality, equality & diversity and prioritises the customer over tasks where appropriate

• Responds positively to customer concerns, acts to resolve or reassure customers as needed, agrees solutions with the customer or hands over to an appropriate colleague

• Responds positively to any complaint or suggestion and seeks to resolve it within limits of their authority or hands over to a more senior manager as appropriate

• Monitors, analyses and acts upon customer service data to maintain and/or improve the service. Considers the impact on customers when implementing change

Deliver the service offer (Competency Level 3)

• Knows and/or accesses information to advise and promote the Inspire Service Offer to all customers – to meet their immediate needs and other services that could be of interest or benefit them

• Embraces any changes to the offer and any associated changes to processes or working practices positively, takes responsibility for their own development and engages with and makes the most of development opportunities provided

• Shares feedback about the Inspire offer with their line manager and contributes to meetings, discussions and related activities to ensure service delivery and/or improve our offer

Communicating well (Competency Level 3)

• Communicates clearly and effectively in person, on the phone and in writing respectfully and in a style appropriate to the person and situation and uses and engages with Inspire’s online communications

• Communicates effectively in a meeting or other group situation, respectfully and in a style appropriate to the group and situation with a solutions-based / can-do approach

• Debates, positively challenges and/or discusses issues with colleagues and line manager, sharing views and acknowledging and respecting the views of others, seeks to reach agreement and respects the final decision made

Working together (Competency Level 3)

• Adopts a friendly, helpful, supportive and respectful manner when working with others

• Acts in a way that shows they are trustworthy, reliable and transparent in their dealings with others, respecting privacy and confidentiality as appropriate

• Forms positive and effective working relationships, makes and implements decisions fairly, using good judgement and with integrity, in line with Inspire values and role modelling Inspire management and leadership behaviours

Leading the way (Competency Level 2)

• Incorporates the spirit of Inspire’s mission, vision and values in the work they do with customers, colleagues and stakeholders, plays their part in implementing Inspire policies and procedures and management decisions

• Articulates and shares Inspire’s mission, vision and values to enthuse and focus the efforts of colleagues

Working efficiently and cost effectively (Competency Level 3)

• Uses Inspire resources and their time effectively to meet service demand, objectives and/or targets

• Plans ahead, making best use of time and resources available to achieve service delivery, maximising the use of technology available, minimising unnecessary travel or waste, prioritising work and working within spending limits

• Resolves competing or conflicting demand for resources and time effectively to meet the needs of themselves, colleagues and customers

Skills and qualifications (Competency Level 3)

A level / A2 Level / AS level or Level 3 Extended Diploma or Level 3 National Certificate or equivalent

**Once you have submitted your application, please email [email protected] with your name, vacancy title and application reference so that we can check that your application has been received**