Service Desk Analyst - Bedford Full Time Hybrid Salary - £38,000 Provision of first line support for all ICT incidents, requests and changes across all communication channels for the Council, its elected members, shared services and partner agencies. Ensure support provided meets all defined service level agreements. Manage and Support Provision of user, software and asset lifecycle management. Ensure resources are utilised effectively and ensure a quality service is delivered with best value for Council and customers. Progress of Incidents, Requests and changes against Key Performance Indicators (KPI). Ensure support provided meets all defined service level agreements. Project manage, under supervision of the Service Desk Lead, relevant projects with a hands-on approach, Ensuring that all interactions with users of the service are handled in an efficient and courteous manner. Support provided is of a professional standard ensuring that high levels of customer satisfaction are maintained. Hand over to Support Process. (HOTS) Ensure systems transitioning from project to support are handed over with sufficient documentation. Status of key systems provided by Technology. Ensure key systems are proactively monitored. Mentoring and guidance for other less experienced support staff. Continuous improvement of skills within the support team. Ensure a high standard of knowledge articles are created and readily accessible.