ICT Support Analyst

We have an exciting opportunity for a new team member to join our frontline Digital User Experience Service, supporting Lancashire County Council and partner organisations.

As an ICT Support Analyst, you will provide first-class technical support and customer service, helping users access and make the best use of the council’s digital services. You will be part of a busy and supportive team, handling a wide range of technical queries and service requests while working closely with colleagues across Digital Services.

What you’ll be doing

• Providing technical support to customers through digital, email, telephone and face-to-face channels.
• Diagnosing and resolving a range of hardware, software and device-related issues.
• Logging, tracking and managing incidents and service requests using IT Service Management processes.
• Setting up and configuring new devices and software in line with council standards and security requirements.
• Supporting the maintenance and smooth running of digital systems.
• Working with colleagues across Digital Services to identify, investigate and resolve technical issues.
• Following ITIL-based processes for Incident, Problem and Change Management.
• Providing a professional, responsive and customer-focused service to users.
• Escalating more complex technical issues to senior analysts when required.Contributing to service improvements and continuous learning within the team.

We are looking for someone with excellent customer service skills, a positive attitude and an interest in technology. You will be able to demonstrate:

• Good communication and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• The ability to manage and prioritise a varied workload.
• An organised and methodical approach to work.
• The ability to work independently and as part of a team.
• Experience or an understanding of supporting end users in a digital or ICT environment.
• A willingness to learn and develop new technical skills.
• An understanding of digital security principles and good IT practices.
• Experience configuring and supporting devices, software and digital systems would be advantageous.Awareness of ITIL principles or service management practices would be desirable.

Technologies you may support

The role offers exposure to a wide range of technologies and business systems, including:

• Microsoft 365, Active Directory, Azure, Intune and Endpoint Management.
• Oracle Fusion and LiquidLogic applications.
• ServiceNow and other corporate business applications.
• Windows 10 and Windows 11 devices.
• Android and iOS mobile devices.
• Printing, scanning and other end-user technologies.Digital services used across Lancashire County Council and partner organisations.