Digital Support Analyst

The Infrastructure and Service Operations teams lead on ensuring the availability, performance, and scalability of ECC’s critical platforms and digital services, forecasting, and managing infrastructure and user resources to align with business growth. Teams are responsible for all first-line support, enhancing the overall customer experience and overseeing service operations, supporting around 9,000 users and devices and driving the adoption and development of new solutions and systems to deliver improved infrastructure, platform, and user services for ECC, exemplifying high standards of user-centricity. They manage multi-million-pound commissioned and in-house service, device, network, and platform contracts with expertise in technology contracting.

The postholder will provide prompt and effective technical support for all aspects of personal computing including supporting users to get the full value from the digital tools and equipment available to them, They will be familiar with all areas of support including laptop/desktop devices, office and application software and user network connectivity issues, also in providing advice and guidance to all users in the effective use of the modern workplace digital tools and equipment available to them. They will be responsible for progressing reported incidents requiring a high level of technical knowledge and experience to resolve issues.

Accountabilities

• Take ownership and be accountable for satisfactory resolution of more complex incidents requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
• Ensure that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.
• Provide an effective interface between users and service providers, including external commercial suppliers where applicable, including documenting incidents, progress checking, and ensuring all diagnostic information is provided to expedite error resolution and incident analysis.
• Use sound judgement to set priority for resolution, monitor progress, and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it to enable a speedy resolution and minimise disruption.
• Provide detailed personal advice and guidance, demonstrating ingenuity in applying knowledge to non-standard situations, to enable users to maximise the functionality of the range of digital solutions available to them to be more productive and collaborative.
• Perform the build, installation, upgrade and decommissioning of desktop devices and software, liaising with all concerned ensuring that installation priorities are met and disruption to the organisation is minimised.
• Configure and distribute end user devices and support the adoption and understanding of technology to assist the development of a computer literate workforce.
• Encourage and enforce adherence to IT policies that ensure availability, integrity, authentication, and confidentiality to ensure the security of information and information systems.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

Please note that visa sponsorship is not available for this role. Applicants must have a current, unrestricted right to work in the UK., * Educated to A Level or equivalent in experience in a relevant subject.

• Hold ITIL Practitioner level accreditation or equivalent professional qualification.
• Able to demonstrate proficient experience in a User Support/Service Desk role preferably working within a large Local Authority or with a Service Provider providing Engineering or Service Desk services.
• Evidence of good written, oral and presentation skills communicating with both technical and non-technical audiences including team and stakeholders inside and outside the organisation.
• Good customer service skills.
• Evidence of working within effective teams.
• Evidence of applying, facilitating, and developing creative thinking concepts and finding alternative ways to approach team outcomes.
• Evidence of investigating the cause and impact, evaluating options, exercising considerable personal responsibility and autonomy, and resolving a broad range of complex issues.
• Evidence of continual professional development to keep pace with technical and business change.