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Base pay range
Direct message the job poster from Allen Lane
Business Manager – DDaT specialist supporting public sector organisations with their permanent recruitment needs
Allen Lane are proud to be supporting the London Borough of Newham in their search to appoint a Senior Service Desk Analyst on a permanent basis. This is an exciting opportunity to join Newham’s Digital, Data and Technology (DDaT) service at a transformative time for the borough. You’ll help to deliver secure, reliable, and user-centred digital support that enables staff to provide the best possible services for residents.
If you’re a Senior Analyst with at least 2 years line management experience, a passion for great customer service, strong technical expertise and a desire to make a real impact, we’d love to hear from you.
The role
- Lead and mentor Service Desk Analysts, ensuring the effective management of incidents and service requests across the Council
- Act as an escalation point for complex technical issues, particularly in Windows 10/11, Microsoft 365, Intune, and Azure/Entra ID environments
- Deliver a responsive and professional IT support service that keeps Newham’s systems and users performing at their best
- Diagnose and resolve complex issues, ensuring minimal disruption to services and maintaining high standards of documentation and communication
- Analyse service desk performance and contribute to continuous improvement of processes, policies, and knowledge bases
- Work collaboratively across the DDaT team to promote user‑centred service delivery and share expertise
- Participate in the out‑of‑hours support rota, ensuring consistent coverage and service excellence
What you bring
- Strong knowledge of Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint), Entra ID (Azure AD), SCCM and Microsoft Intune
- Experience with Active Directory, Group Policy, and PowerShell scripting
- Familiarity with ITIL best practices and incident, request, and service level management
- Excellent customer service and communication skills, with the ability to translate technical information into clear, actionable advice
- Experience mentoring and supporting colleagues to develop their technical and service skills
- A proactive, problem‑solving mindset and a collaborative approach to improving IT service delivery
Benefits
A salary of £45,750 – £49,056 plus benefits including: Local Government Pension Scheme, up to 31 days annual leave plus bank holidays, ongoing professional development and excellent flexible working arrangements.
How to apply
Please submit your CV and a supporting statement (no more than 1,250 words) to newham@allenlane.co.uk by 9am on Friday the 7th November.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Government Administration
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