Job Description

? IT Support Analyst

Location:

Council Offices, Southfield Road, Loughborough, LE11 2TX

Start Date:

ASAP

Contract Duration:

3+ Months

Working Hours:

Mon - Fri, 09:00 - 17:00, 37 Hours per week

Pay Rate:

17.50 per day

Job Ref:

OR10829

Responsibilities

Provide technical IT support to users from initial contact to incident resolution. Identify, diagnose, resolve, and document technical IT problems and incidents. Deliver effective and fair service to all users without discrimination. Manage incidents and service requests from users via email, web form, or telephone, documenting and resolving or escalating as needed. Resolve incidents related to software and hardware, including computers, laptops, telephones, mobile devices, and peripherals at various locations. Conduct technical problem management and root cause analysis. Configure and implement new computer systems for desktop refreshes, projects, or new requirements, including offsite or remote environments. Take ownership of incoming incidents and service requests, managing and monitoring progress, and keeping customers informed. Resolve incidents and service requests within agreed SLA timescales and work on breached calls with the Service Desk Manager and customers. Log, report, and escalate IT Data and Cyber Security issues as needed. Participate in rotational technical front line telephone support, onsite jobs, and remote support within operational hours. Contribute to accurate recording of ICS asset data and manage the ICS storeroom. Utilize Service Management software for recording incidents, maintaining asset information, and submitting knowledgebase documentation. Monitor system performance and manage operational requests, dispatching outputs as required. Identify and suggest improvements to ensure key systems are operational, providing resolution or guidance to colleagues. Maintain current knowledge of IT technologies to advise customers and contribute to service improvement. Participate in training and awareness programs as directed by the SDM. Provide front line technical out of hours support on agreed occasions, including Bank Holidays. Undertake additional duties as required, commensurate with grade and hours of work.
Person Specification

Ability to work outside of normal working hours as required. Commitment to promoting the employment of disabled people and making reasonable adjustments under the Equality Act 2010.

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Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: 17.50 per hour

Expected hours: 37 per week

Experience:

IT Support Analyst: 1 year (required)
Work Location: In person

Reference ID: OR10829