IT Service Support Analyst

In the role of IT Service Support Analyst, here’s an example of what you’ll be doing to make an impact

• Providing IT Service Support to a range of different teams at the council, such as supporting social workers, our Streetpride teams, Civic councillor support and many more.
• Create, manage and track tickets to keep end users up to date and ensure customer satisfaction
• Hosting a customer facing IT Drop-in Clinic service to provide face to face support to end users
• Predominately providing on-site support, although with hybrid working options
• Work closely with our Senior Support Analysts to triage and escalate tickets appropriately.
• Assist in process improvement and supporting documentation, As part of our safer recruitment checks the successful candidate will be subject to an enhanced DBS check.

All employees will normally be appointed to the minimum of the grade for the job.

Before you complete your application, please read our guidance on filling in your application form.

Remember to align your personal statement to the essential criteria in the Person Specification.

Please be aware that where there are colleagues within the organisation who are ‘at risk’ of redundancy, requirements to redeploy to another suitable role will apply and take priority.

Equality, Diversity & Inclusion

We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility.

We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job.

We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for.

The Digital Services department at Derby City Council are seeking an enthusiastic and professional IT Service Support Analyst to join the existing busy IT Service Support Team, providing 1st line support.

As an IT Service Support Analyst, you must have effective communication skills and knowledge to correctly assess the impact and urgency of issues and either resolve or escalate the ticket to the relevant support teams.

Experience in using Active Directory is highly desirable as is a background in using Microsoft Intune., * Relevant experience working within a busy IT support team.

• Excellent problem solving and customer management skills.
• Ability to work independently and also as an effective part of a team
• Have the technical qualifications and experience to deliver the objectives of the role.
• Possess effective communication skills.
• Experience of Windows 11, O365 and Onedrive.
• Knowledge of Microsoft Intune.

What We Offer You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you’ll also receive:

• Flexible work/life balance scheme (depending on your role)
• Hybrid working (depending on your role)
• Modern office environment (depending on your job location)
• Continued professional development opportunities & career conversations
• 27 days annual leave (rising to 32 days after 5 years’ service), plus bank holidays (depending on contract)
• Local Government Pension Scheme (depending on contract)
• Team Derby Rewards - retail and leisure discounts
• Tusker Car Benefit Scheme
• Cycle2Work Scheme & free cycle training
• Employee Assistance Programme, Wellbeing Calendar and Support
• Access to our Equality Employee Networks - LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
• Support for colleagues who are carers

Here at Derby City Council, we’re dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities. Find out more about what it’s like to work for us.