Role details
We currently have a vacancy for a DTS 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’ll 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’ll 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’ll play a hands-on role in troubleshooting both hardware and software issues, supporting the full range of devices and applications used across the Authority. You’ll also contribute 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 you’ll help us maintain the high standards our team is known for, ensuring every colleague receives a friendly, professional, and timely experience. You’ll build strong working relationships with DTS teams and external suppliers to ensure issues are resolved efficiently and service requests are fulfilled promptly. Beyond the desk, you’ll 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.
