ICT Service Analyst

ICT Service Analyst, ICT & Digital Services

• Can you multi-task, problem solve and offer a variety of technical support?
• Do you have great communication skills, attention to detail and a customer focused attitude?
• Do you work well within a team, enjoy helping others and can interact with people at different
levels and abilities?

If the answer is ‘yes’, we may have the role for you.
The word ‘progressive’ isn’t one normally associated with councils but in our case, that is exactly
what you will find. A progressive organisation determined to put our customers at the heart of
everything we do.

We are progressive in terms of our culture and our attitude to our people and our work place, we
are progressive in terms of our approach to the wellbeing of our people and most relevantly to you,
we are progressive in our attitude to our IT and our digital future.

Our customers expect to be able to access information, pay bills and contact us at a time that suits
them, and our IT infrastructure has been developed to enable them to do this. In keeping with our
attitude to flexible working, our people expect to access their email and work programmes
whenever they want to, and our IT infrastructure lets them.

We need you to be approachable, with a ‘can do’ attitude and the technical expertise to support the
IT systems and hardware used within the council.
About you

• You will have the technical skill and experience of IT, telephony (Teams) and mobile devices
(iPhone and iPad), including mobile device management (InTune), thin clients and laptops.

• You will have experience of Windows, M365, Teams telephony, support desk and customer
contact.

• You will also have strong communications skills, be equally as comfortable working in a team as
on your own and where appropriate, you will be happy to ‘muck-in’ and support your colleagues.

• Most of all, you will be a vital team member on the front line of our IT service delivery.

PERSON SPECIFICATION

Qualifications and Education
1
Educated to GCE A level or equivalent standard.
Experience of IT, communications, telephony (Teams) and mobile devices, including mobile device management (MS Endpoint), thin clients and laptops.
Experience of support desk and customer contact.  Ability to understand and take account of end user/customer needs, able to converse appropriately.
Understanding of hardware and software in use in the authority to carry out IT and/or telephone equipment installations and software upgrades.
Experience of Teams and Sharepoint.