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Service Desk Analyst
Service Desk Analyst – 12 Month Fixed-Term Contract
West Midlands Combined Authority (WMCA)
Join the West Midlands Combined Authority (WMCA) and help deliver reliable IT support that empowers colleagues across WMCA and partner organisations to perform their roles effectively.
About the Role
This Service Desk Analyst position plays a critical role in maintaining smooth digital operations by supporting colleagues through:
- IT incidents and service requests
- Access and security issues
- Daily IT queries
By helping users become confident and secure in their use of technology, you’ll contribute to effective public services and support WMCA’s goals for the region, including:
- Reliable transport networks
- Seamless collaboration
- A dynamic and inclusive workplace
We are seeking an IT support professional with strong customer service skills, the ability to troubleshoot efficiently, manage multiple requests, and collaborate across teams.
Key Responsibilities
- Provide first and second-line support for IT problem resolution, including incidents, tickets, and service requests.
- Log, track, and resolve support queries via phone, email, self-service portals, or in-person.
- Troubleshoot issues with:
- Microsoft Windows & Office 365
- Exchange Online & Active Directory
- Hardware & software installations
- Remote desktop tools
- Escalate unresolved cases to third-line support teams, contractors, or vendors as needed.
- Update users professionally on incident progress.
- Assist with access requests in compliance with information security policies.
- Offer initial cybersecurity support where required.
- Create self-help guides & knowledge base articles.
- Continuously improve Service Desk processes and procedures.
- Support IT procurement by ordering goods/services and maintaining records.
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Essential Requirements
- Proven experience in IT support roles.
- Strong troubleshooting skills for technical resolving issues.
- Familiarity with:
- Remote desktop tools (e.g., TeamViewer, ConnectWise)
- Service desk applications (e.g., ServiceNow, Freshservice)
- Hands-on experience with hardware/software installation.
- Understanding of:
- Incident, problem, and change management processes
- Service request workflows
- Deep knowledge of:
- Microsoft desktop environments
- Information security best practices
- Exceptional communication skills, with a warm, user-focused approach.
- Ability to:
- Take ownership of assignments
- Prioritise tasks efficiently
- Organise workflows
Further Information
For the complete job description, refer to the attached PDF.
- Recruitment Partner: Sally Stuart
- Pay Scale: SP25–SP29
- Location: 16 Summer Lane, Birmingham (B19 3SD) – minimum 2 days office-based
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How to Apply
Internal Candidates Only
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Set up a Careers Account:
- Enter your name, WMCA email, and password.
- Add a personal email as backup contact.
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Create Your Profile:
- Upload your CV to auto-populate career/education details.
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Write Your Supporting Statement:
- Address each essential criterion listed above.
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Select "Yes" when asked, "Already work for WMCA?".
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Submit your application for anonymous review (your CV won’t appear; only your CV details are reviewed).
Additional Notes
✅ Flexible Working: Current part-time employees may indicate their preference when applying.
🔍 Accessibility: Disability-led or accessibility needs? Contact careers@wmca.org.uk for reasonable adjustments.
💬 Manager Assurance: Speak to your manager before applying to discuss your ambitions.
🚫 Eligibility: Only current WMCA employees and contracted agency workers apply internally. For external roles, visit the WMCA Careers Page.
⚠️ Fixed-Term Clarification: Roles posted as fixed-term may also be considered as internal secondments—always consult your manager.
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