IT Help Desk Analyst

Due to an internal promotion, we are seeking a IT Business Support Analyst to act as a first point of contact for the council’s ICT support service, serving over 500 staff and Council Members across all areas of the Council., * Log, monitor and resolve service desk calls within agreed service levels

• Provide first line and second line support to the council’s user base
• Install, configure and test hardware and software components.
• Work in an agile and flexible manner, including remote homeworking and office working on a rota basis.
• Undertake routine operational tasks, including completing and monitoring data backups and restores.
• Liaise with users, support services and third-party suppliers.
• Able to form part of an IT emergency standby/on call Rota, with remuneration being paid in accordance with the council’s agreed policy
• Carry out standard cleaning and routine maintenance procedures.
• Work within an ITIL service management framework

Do you have a valid Driving License license?, Do you have experience in Windows?, You should be able to form part of an IT emergency standby/on call Rota (with remuneration being paid in accordance with the council’s agreed policy)., * Experience in providing first line and second line support to IT users, ideally within a public sector or large complex organisation

• Experience in Logging, monitoring and resolving service desk calls within agreed service levels
• Knowledge, understanding and competent with the following software or technology products: o windows 10 or 11 o ms office and office 365 o desktop, laptop, tablet and other main ict components o supporting mobile devices and the security of those devices o knowledge of windows server 2012 and above.
• Ability to install, configure and test hardware and software components
• Ability to investigate and resolve problems in an analytical way
• Able to work in an agile and flexible manner, including remote homeworking and office working on a rota basis.
• Undertake routine operational tasks, including completing and monitoring data backups and restores.
• Liaise with users, support services and third-party suppliers.
• Able to be part of the IT emergency standby/on call Rota, (with remuneration being paid in accordance with the council’s agreed policy)
• Experienced in carrying out standard cleaning and routine maintenance procedures
• Excellent communication skills
• Excellent customer care skills
• An understanding of an ITIL service management framework