1st Line Analyst

Please note that the Combined Authority will consider requests for part-time working and/or job share. We currently have a vacancy for a Service Desk 1st Line Analyst to join our Digital and Technology Services (DTS) team. As a 1st Line Analyst within our DTS Service Desk, you will be the friendly first point of contact for colleagues across the Authority, providing quick, confident support that keeps our digital services running smoothly. In this hybrid role (with a minimum of three days per week in the office), you will handle phone calls, emails, and front our on-site Drop-In service, log and resolve incidents, carry out initial diagnosis, and escalate where needed. You will play a hands-on role in troubleshooting both hardware and software issues, supporting the full range of devices and applications used across the Authority. This includes contributing to asset management activities, ensuring equipment is accurately recorded, well-maintained, and deployed effectively to meet operational needs. Delivering excellent customer service is at the heart of what we do, and as a 1st Line Analyst, you will help us maintain the high standards our team is known for, ensuring every colleague receives a friendly, professional, and timely experience. Beyond the desk, you will get out and about across West Yorkshire, visiting Bus Stations and Travel Centres to deliver on-site support, maintain equipment, and ensure our frontline services can operate without interruption. This is a varied, hands-on role perfect for someone who enjoys problem-solving, customer service, and working as part of a supportive, fast-paced team. Our Offer · Work your way - From flexible and agile working options, including a generous flexi-time scheme to help you balance your personal life and career. · Time to recharge - Enjoy 28 days of annual leave (with increases based on length of service), plus all Bank Holidays. · Free greener travel across West Yorkshire - Cover your commute sustainably with unlimited free bus and rail travel using the MCard (Zones 1-5). · Secure your future - Benefit from a highly competitive Local Government Pension Scheme. · Investing in you - Take advantage of fully funded professional development, regular training, and up to 3 paid volunteering days per year. · Grow with us - Incremental salary progression for most roles and annual cost of living increases. · Family first - We offer enhanced parental and bereavement leave, plus other family-friendly policies to support you when it matters most. · Your wellbeing, our priority - Access 24/7 free confidential counselling services and the Headspace app for you and up to 5 family or friends. · Modern workspace in a prime location - Work in bright, contemporary offices just a 2-minute walk from Leeds Train Station, fully equipped with the latest tech. The Role Reporting into the DTS Service Desk Manager, your key responsibilities will include: · Deliver excellent customer service as the first point of contact for IT support, handling phone, email, and Drop-in enquiries, logging and resolving incidents, performing diagnoses and troubleshooting, and escalating appropriately. · Troubleshoot and support hardware, software, and digital services, including managing and maintaining IT assets to ensure equipment is accurately recorded, well-maintained, and deployed effectively. · Work collaboratively with colleagues and external suppliers to ensure the timely resolution of issues, including occasional on-site support across West Yorkshire at Bus Stations and Travel Centres when required. Please review the Role Profile for more information about the responsibilities.

You will have the following key skills, attributes, education, and experience: · Experience delivering high-quality customer service in an IT support environment, including handling queries via phone, email, and face-to-face channels, with the ability to communicate clearly and professionally with users and suppliers. · Practical experience in troubleshooting and supporting hardware, software, and Microsoft 365 services, including laptops, desktops, mobile devices, and common organisational applications. · Ability to accurately log, interpret, and prioritise incidents and service requests, using judgement to perform initial diagnosis, escalate appropriately, and work within SLAs and KPIs. · Knowledge of core administrative technologies such as Active Directory (On-Prem and Azure), Office 365 Admin Portal, and device management tools (e.g., SCCM/Intune), or the ability to evidence equivalent technical experience. · Ability to work effectively as part of a team, contributing to shared objectives, maintaining strong working relationships, and demonstrating a positive, proactive approach to change and continuous improvement.