Business Support Administrator

Salary: £? - ? per year

Requirements

• We are looking for an experienced ICT Service Desk Analyst.
• You must be a confident, effective communicator with a strong focus on customer service excellence.
• You should have a proven track record in an IT technical environment.

Responsibilities

• We provide operational and technical support to over 400 end users across all Council departments.
• We support Windows 11 laptops, docking stations, end-user devices, MFDs, and mobile devices including iPad and iPhone.
• We configure, install, and support hardware and software supplied to end users, including the MS 365 suite.
• We provide support and cover on the ICT Service Desk for the technical function of the organisation.
• We work proactively with customers to improve ways of working and understand their needs and requirements.
• We liaise with the Digital Development and Infrastructure teams and third-party partners when required.
• We monitor ICT Service Desk tickets, incidents, and service requests through the online portal.
• We ensure all incidents and requests are logged with the correct information and in line with ICT Service Level Agreements.
• We communicate with customers in a highly customer-focused manner by face to face, telephone, email, and the service desk portal.
• We follow ICT Service Desk procedures for logging and monitoring support calls.
• We take ownership of tickets and ensure completion within SLA, escalating where necessary.
• We provide remote support to internal and external customers and desktop support at remote sites when required.
• We advise, guide, and train end users on corporate desktop and office systems software.
• We assist with knowledge transfer across teams.
• We work a shift rota covering early and late shifts and cover absent shifts when needed, sometimes at short notice.
• We administer ICT Training Room bookings and check room availability and software compatibility.
• We assist third-party support in gaining remote access to EBC servers and systems and supervise on-site engineers when necessary.
• We run regular routine procedure jobs as part of our support shift duties and update records accordingly.

Technologies

• Hardware
• ICT
• Support
• Mobile
• Windows
• Office 365

More

We are recruiting for a contract ICT Service Desk Analyst role in Esher, offering £16.56 per hour. This is an opportunity to join a customer-focused ICT service environment supporting Council departments and end users across the organisation. We are an equal opportunities employer, and shortlisted candidates will be contacted within five days. We also recruit for a range of other opportunities through our website.

last updated 25 week of 2026