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Support Analyst
| Posting date: | 09 August 2024 |
|---|---|
| Salary: | £24,294 to £25,979 per year |
| Hours: | Full time |
| Closing date: | 26 August 2024 |
| Location: | Leicester, Leicestershire |
| Remote working: | On-site only |
| Company: | Leicester City Council |
| Job type: | Temporary |
| Job reference: | req4500 |
Summary
We are looking for a Support Analyst who will be responsible for providing support on a technical service desk. Answering telephone calls, recording incidents and service requests using our call logging system Microsoft SCSM. You’ll capture all details, log and resolve incidents at the first point of contact.
With a wide range of technical knowledge and skills you will look to resolve issue in Microsoft Windows, various applications including customised applications and hardware as quickly as possible to enable the user to continue to deliver their service.
As a problem solver you can quickly establish the cause of the issue through appropriate questions and enable a solution as quickly as possible, whilst always delivering a high level of diplomacy, confidence, and customer care.
What you’ll be doing
You will troubleshoot and resolve end-user hardware and software, operating systems, network, server access and voice communications problems whilst aiming to fix 75 percent operational incidents at 1st point of contact. You’ll utilise a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate forward to specialist technical support and appropriate team.
Also being responsible for accepting all technical support calls from our online Support Portal or logging Incidents and Service Request onto the service desk call management system Microsoft SCSM, ensuring all pertinent information is gathered and that details are accurately entered. Using your high-quality telephone communication and practiced customer service skills to enable you to provide 1st Line IT support service, to customers of all levels.
What you’ll need
As an excellent team player, ensuring you work with colleagues to solve any IT issues, whilst having detailed knowledge you'll provide guidance and support on the following:
Applications/systems - Install, fault find & resolve
Microsoft Windows 10 - fault find & resolve
Microsoft Office 365 - Install, fault find & resolve
Microsoft Teams & Telephony - Install, fault find & resolve
Active Directory - Password Reset, Fault find & permission issues
Citrix , IGEL\VDI – investigate & fault find
What we can offer you
As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy work/life balance. You’ll enjoy generous annual leave, membership of the Local Government Pension Scheme and the option of flexible working. We’ll also give you the chance to develop your skills and expertise with a variety of training and development opportunities. In addition, you can choose from several flexible benefits, including discounts on city buses and trains. For an illustrative value of your benefits package, take a look at our benefits calculator.
Join us
We’re committed to recruiting a diverse and highly talented workforce as we continue to build a council that is fitting and representative of our great city. That’s why we’ve designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. We’ll do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the ‘our approach to recruitment’ page.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.