IT Analyst

Trafford IT and Digital Services are integral to support the Council s Corporate and NHS Locality Plans by driving digital transformation across the Council and NHS Greater Manchester Integrated Care services. As an IT Analyst within the IT Operational function, part of the IT & Digital Service, you will manage and resolve incidents and service requests within agreed service levels, prioritising, diagnosing and escalating issues where needed to ensure timely resolution. You ll facilitate recovery after incidents and contribute to improving IT processes and procedures. You ll play a key role in mentoring and training IT Support staff to enhance their technical skills and customer service. Your work will involve providing support for end users over the phone, via the IT hub system and during face-to-face bookings, covering hardware, software, and network-related issues. You'll work across a variety of technologies including Microsoft 365, Windows operating systems, VPN, and remote desktop services. Where applicable, you ll support IT hardware and software asset management. A key part of your role will be championing a customer-centric culture throughout the department, ensuring all interactions with customers are delivered to a high standard.

You re an experienced IT support professional with a strong customer service focus and a proven ability to deliver high-quality technical support. You bring proven experience working in an IT support environment, with in-depth knowledge of configuration management processes, service management tools, and data manipulation. You re confident supporting a Windows 11 desktop environment, proficient with Microsoft 365, and have an understanding of TCP/IP networking protocols, roaming profiles, and client-server environments.

You communicate clearly, build effective relationships, and work confidently both independently and as part of a team. Highly organised and adaptable, you prioritise tasks effectively, solve problems using initiative, and seek continuous improvement in service delivery. You re also committed to sharing knowledge and supporting the development of others.

Trafford Council and its partners in the public, private and third sectors have a Vision which sees us working together to close inequality gaps and maximise Trafford s huge potential. Our vision: Trafford where all our residents, businesses and communities thrive. Trafford is a lively, prosperous place to put down roots and build a career. The council and Trafford schools employ around 8,000 people, who are central to making the area great. In return for their commitment, the council offers its employees development opportunities, as well as a fair and flexible workplace. The council is a Living Wage Employer.