As a Service & Support Analyst, you will be the first point of contact for all IT-related issues across the council. You’ll play a crucial role in diagnosing, resolving, and escalating technical problems, ensuring our council staff can deliver vital services to the community without interruption. You will also contribute to ongoing IT projects and help improve our systems by offering proactive solutions.
*Key Responsibilities:*
* *First-Line Support:* Provide professional and efficient first-line technical support, resolving user, software, and hardware issues across a wide range of applications.
* *Request Management:* Manage the lifecycle of service requests, incidents, and complaints—ensuring all interactions are recorded and tracked through to resolution.
* *User Guidance:* Offer advice and guidance to users, encouraging self-service where possible and updating online help resources for easier access.
* *Security Compliance:* Monitor adherence to information security, data protection, and GDPR policies, reporting any breaches to maintain the security of council information.
* *Account Management:* Administer user accounts and permissions in accordance with IT procedures, ensuring secure and proper access to systems and data.
* *Proactive Issue Management:* Identify and address potential IT issues before they impact the council, ensuring smooth operations across all departments.
* *Incident Analysis:* Analyse trends, investigate recurring issues, and document solutions to prevent future problems that may affect service delivery.
* *Asset Management:* Maintain the asset management system, ensuring compliance with software licenses and up-to-date records of IT assets.
* *Service Level Compliance:* Ensure that all Service Level Agreements (SLAs) are met, delivering excellent customer satisfaction.
* *Problem Solving:* Take ownership of issues by conducting problem analysis and implementing temporary or permanent fixes, escalating when necessary to resolve issues efficiently.
* *Continuous Improvement:* Use your knowledge to recommend improvements to systems and applications, supporting the wider IT team in enhancing council operations
Job Types: Full-time, Permanent
Pay: £27,334.00-£29,777.00 per year
Work Location: In person
Reference ID: 10583
