Overview
JOB TITLE: IT Service Desk Support Analyst
REF: NW Leicestershire 5275749
Pay rate: £14.71 to £15.75 per hour PAYE, dependent on experience
Contract Type: Temporary, Anticipated 3 months, with the possibility of becoming permanent for the right candidate
Working Arrangement: Not provided, assume office based
Driving Licence is needed for this role
The role
On behalf of a local council, we are seeking an IT Help Desk Support Analyst / 1st Line Support Analyst to work as the first point of contact for the Council’s ICT Support Service. You will help over five hundred members of staff and elected Council Members (Councillors) with their technical issues. You will log, prioritise, and resolve ICT problems and requests, ensuring support to customers is provided quickly and effectively, in line with the Council’s high standards.
This position is for 3 months with the possibility of becoming permanent for the right candidate.
Key Responsibilities
* 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 home-working 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
* Be part of the IT emergency standby/on call rota, with remuneration being paid in accordance with the council’s agreed Standby policy
* Work within an ITIL service management framework
What the client is looking for
* Experience of previous learning or training in relevant IT or related technical subjects
* Driving Licence is essential
* Experience of working in a local authority or large public sector organisation
* Experience in the use and diagnosis of issues using Windows 10 or 11 operating systems
* Experience in the use and diagnosis of issues with Microsoft Office and Microsoft Office 365 products
* Experience with desktop, laptop, tablet and other main IT components
* Experience in supporting mobile devices and the security of those devices
* Knowledge of Windows Server 2016 operating systems and above
* Good verbal and written communication skills
* Able to quickly build and maintain rapport with a varying range of people
* Ability to communicate technical information effectively and clearly to customers; staff, third party suppliers and partners
How to Apply
* Quote the Job Title and Reference Number in your application.
* Submit your CV in Word format.
* Applications are reviewed on a rolling basis—early submission is recommended.
We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us
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