IT Support Analyst - IT
| Dyddiad hysbysebu: | 25 Mehefin 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £12.21p/h |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 25 Gorffennaf 2025 |
| Lleoliad: | LE11 2TX, United Kingdom |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | The Sunrise Recruitment Ltd |
| Math o swydd: | Dros dro |
| Cyfeirnod swydd: | OR8695 |
Crynodeb
Job Purpose
� To provide Technical IT support to users of ICS services from first point of
contact to incident resolution
� To identify, diagnose, resolve and document technical IT problems and
incidents
� Delivery of an effective and appropriate service to all service users, fairly
and without discrimination.
Main Duties and Responsibilities
1. To take responsibility for, document and resolve or escalate, as appropriate, incidents and requests for service received from ICS service users via email, web form or telephone
2. To perform effective incident resolution relating to the authority�s software and hardware to include computers, laptops, telephones, mobile devices and any other IT related associated peripherals at local and remote locations. Undertake technical problem management and root cause analysis
3. Configure and implement new computer systems as part of a desktop refresh, project or new requirement. This will also include the implementation of systems in offsite or remote environments e.g. broadband installations across the borough
4. To assume complete ownership of incoming incidents and service request tasks (including starters/leavers/movers, equipment allocation, etc), including those where third party input is required. Prioritise, manage and monitor the progress of the calls from inception to resolution and to keep customers informed of the progress of their queries
5. Resolve incidents and service request tasks within agreed SLA timescales and to continue to work with the Service Desk Manager and customers on breached calls where the resolution falls outside of agreed targets. This also includes logging, reporting and escalating IT Data and Cyber Security issues.
6. As part of the Service Desk team be prepared to work on a rotational basis for technical front line telephone support, onsite jobs and remote support within the Service desk operational hours.
7. Contribute towards the accurate recording of the ICS asset data by completing the appropriate documentation and following associated procedures including the management of the ICS storeroom.
8. Utilise the Service Management software to accurately record incidents, problems and service requests, maintain accurate asset information and submit knowledgebase documentation.
9. Where required, monitor system performance and manage the process of automated and other operational requests and book and dispatch any generated outputs as required
10
. Identify and suggest improvements and ensure that all key systems are operational and where identified provide resolution or guidance to colleagues which drives the resolution of issue
11 Maintain a current knowledge and awareness of IT technologies to provide professional advice to customers as necessary. Commit and contribute to the continuous improvement of both the services offered directly and the ICS Service as a whole.
12 Under the direction of the SDM, participate in agreed training and awareness programmes/schemes
13 Under the Council�s current overtime procedures, on agreed occasions, provide front line technical out of hours support (e.g. Bank Holidays)
14 As a term of your employment you can be required to undertake such other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you at our initial place of work or at any other of the Authority�s establishments.
Special Factors
� The nature of the work may involve the jobholder carrying out work outside of normal
working hours.
NOTE- we do not provide sponsorship
� To provide Technical IT support to users of ICS services from first point of
contact to incident resolution
� To identify, diagnose, resolve and document technical IT problems and
incidents
� Delivery of an effective and appropriate service to all service users, fairly
and without discrimination.
Main Duties and Responsibilities
1. To take responsibility for, document and resolve or escalate, as appropriate, incidents and requests for service received from ICS service users via email, web form or telephone
2. To perform effective incident resolution relating to the authority�s software and hardware to include computers, laptops, telephones, mobile devices and any other IT related associated peripherals at local and remote locations. Undertake technical problem management and root cause analysis
3. Configure and implement new computer systems as part of a desktop refresh, project or new requirement. This will also include the implementation of systems in offsite or remote environments e.g. broadband installations across the borough
4. To assume complete ownership of incoming incidents and service request tasks (including starters/leavers/movers, equipment allocation, etc), including those where third party input is required. Prioritise, manage and monitor the progress of the calls from inception to resolution and to keep customers informed of the progress of their queries
5. Resolve incidents and service request tasks within agreed SLA timescales and to continue to work with the Service Desk Manager and customers on breached calls where the resolution falls outside of agreed targets. This also includes logging, reporting and escalating IT Data and Cyber Security issues.
6. As part of the Service Desk team be prepared to work on a rotational basis for technical front line telephone support, onsite jobs and remote support within the Service desk operational hours.
7. Contribute towards the accurate recording of the ICS asset data by completing the appropriate documentation and following associated procedures including the management of the ICS storeroom.
8. Utilise the Service Management software to accurately record incidents, problems and service requests, maintain accurate asset information and submit knowledgebase documentation.
9. Where required, monitor system performance and manage the process of automated and other operational requests and book and dispatch any generated outputs as required
10
. Identify and suggest improvements and ensure that all key systems are operational and where identified provide resolution or guidance to colleagues which drives the resolution of issue
11 Maintain a current knowledge and awareness of IT technologies to provide professional advice to customers as necessary. Commit and contribute to the continuous improvement of both the services offered directly and the ICS Service as a whole.
12 Under the direction of the SDM, participate in agreed training and awareness programmes/schemes
13 Under the Council�s current overtime procedures, on agreed occasions, provide front line technical out of hours support (e.g. Bank Holidays)
14 As a term of your employment you can be required to undertake such other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you at our initial place of work or at any other of the Authority�s establishments.
Special Factors
� The nature of the work may involve the jobholder carrying out work outside of normal
working hours.
NOTE- we do not provide sponsorship