Job Title: Technical Analyst
Location: Hybrid - 2 days per week in Brentwood Town Hall, 3 days WFH
Rate of Pay: £25 per hour Umbrella
Working Hours: Monday to Friday 37 hours per week
Type: 2 months temporary
Opus People Solutions are working with Brentwood Borough Council & Rochford District Council to recruit for a Technical Analyst.
Purpose of the job
Working as part of a team, the Technical Analyst will provide first-line support to customers via the telephone, remotely or face to face, ensuring that customers receive a high level of service at all times, issues are resolved effectively, and customers are kept fully informed of progress.
In line with their specific technical skills and experience, the Analyst will respond to incidents, deliver specific service requests, work on tasks to maintain and improve the ICT Service and support project-based activity.
Operating largely within established frameworks and processes, the Analyst will ensure prompt resolution to incident and service request from the ICT Help Desk using agreed timescales and SLA's.
The role requires the post holder also to be mindful of information security, disaster recovery and data protection and where required take responsibility of these areas.
As the Council continues with the transformation agenda, this job role will continue to evolve to fit into the new working practices of the organization.
Duties
1. Provide professional IT support to a range of customers/service users across the organisation
1. Respond to customer support requests in a timely fashion, meeting the relevant service levels and targets.
1. Ensure all requests are accurately recorded. Where first contact resolution is not possible, ensure that the requests are passed to the appropriate teams.
1. Own and manage customer requests through to resolution or delivery or work closely with colleagues to pass requests on for resolution by staff with a different skill set, using existing processes and tools.
1. Keep customers informed on the progress of their request.
1. Responsible for keeping various inventory databases up to date
1. Comply with ICT security and data protection and all relevant ICT policies and processes as required.
1. Direct and attend with (where necessary) third party maintenance personnel to correct equipment.
1. Maintain and ensure comprehensive documentation is available and up-to-date in support of the Service Desk, ensuring all necessary documentation is passed to the appropriate users
Person specification
* Ability to install, maintain and repair PC equipment
* Ability to participate successfully in a team situation
* Ability to demonstrate and apply exceptional customer care skills.
* Ability to work under pressure.
* Clear written and verbal communication skills.
* High level of attention to detail.
* Quick and accurate keyboard literacy skills for data entry.
* Flexible and adaptable approach.
* Good GCSE passes ("C" or above) in at least English Language and Mathematics.
* Substantial experience of working within an IT Infrastructure or ICT Service Desk
environment.
* Good knowledge of Microsoft operating systems and office products
* Basic knowledge of networking ,IT communications and PC hardware
* Experience of successfully working in a team.
* Experience of routinely carrying out accurate data entry.
* Sound experience of communicating effectively with a wide range of people, proven ability to resolve conflict.
For more information or to process your application for this role, please apply online now.
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