Service Desk Analyst

1st Line Analyst

£31,877 per annum (effective 1 April 2026) - Grade 4

Leeds / Hybrid

Full time / Permanent

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.

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.

Please review the Role Profile for more information about the responsibilities.

About You

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.

To Apply

If this sounds like your next role, please complete the application form on our website and tell us within the supporting statement why you would be a great fit for our role and how your skills, knowledge and experience align with the requirements within the Role Profile. Please visit our Advice for Candidates webpage and review the guidance on this page for support in completing your application form.

This post is subject to vetting clearance.

Due to the nature of this role, it is a requirement that the successful applicant will be subject to relevant vetting checks at the appropriate level and any job offer will be conditional subject to successful vetting clearance. Applicants should be aware that it is not possible to make meaningful vetting enquiries in many jurisdictions outside the UK. Vetting clearance cannot therefore be granted if the applicant has not been resident in the UK for the relevant minimum period and comparable vetting enquiries cannot be made in jurisdictions where the individual has been residing. The relevant periods are three years for NPPV 1&2 and five years for NPPV3.

Further Information

The Combined Authority is passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better outcomes. We welcome applications irrespective of people's age, disability, neuro-divergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, pregnancy or maternity, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability and/or who are neuro divergent. To find out more about inclusivity at the West Yorkshire Combined Authority please visit our dedicated webpage.

Under the Disability Confident Scheme, applicants with a disability are guaranteed an interview, subject to the minimum criteria being met.

Please note that whilst it is our policy to recruit at SP1 for all appointments, which is the salary stated above, each role includes career salary progression, with incremental increases applicable in most cases on an annual basis.