IT Support Analyst

2 weeks ago

Ipswich, United Kingdom Suffolk County Council Full time

**Suffolk County Council are looking for an IT Support Analyst to join our team in Ipswich. You will join us on a full time, permanent basis (part time working may be considered for this role) and in return, you will receive a competitive salary of£24,496 per annum (pro rata for part time).**

We are committed to flexible working.

An exciting opportunity has arisen to join the Suffolk County Council (SCC) IT Service Desk as an **IT Support Analyst** based at Constantine House, Ipswich with hybrid working options including some working from home.?
- Do you have proven IT support experience (ideally from a Service Desk/Helpdesk background)?
- Do you possess excellent customer service skills?
- Would you like to work in an incredibly varied, challenging and rewarding role?

**Your role and responsibilities as anIT Support Analyst**:
You will be working on a mature, busy, and varied service desk supporting customers across Suffolk. One moment you could be troubleshooting a user’s profile or connectivity issues, the next amending file permissions or performing file restores.
- Providing technical IT support to all customers, ensuring that all necessary service desk procedures and data recording requirements are met for each enquiry
- Acting as customer advocate, taking appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleague in 2nd or 3rd line teams
- Investigating incidents and assist in the implementation of identified solutions e.g. installing hardware/software to meet customer requirements as instructed
- Being proactive in identifying and fixing day-to-day issues on all devices and peripherals. This will involve the use of multiple hardware and software platforms. Calling on more experienced colleagues and external resources as necessary.

**You will provide prompt and courteous IT support to our internal staff and external partners and stakeholders by**:

- Ensuring day to day incidents are resolved in line with IT processes and SLAs including liaising with customers to log, monitor and resolve issues as required
- Ensuring that work allocated to the team and self meets deadlines and is of a high standard
- Monitoring and alerting of network and system performance and availability to appropriate colleagues in other teams
- Ensuring compliance to appropriate legislation e.g. data security, data protection and Freedom of Information.

**To become ourIT Support Analyst, you will need**:

- An IT Qualification (minimum NVQ 3) or equivalent knowledge and experience
- Demonstrable experience in providing end-user technical IT support either on the telephone or face to face
- Demonstrable experience in providing excellent customer service
- Problem-solving skills and an analytical approach to your work
- The ability to remain calm and effective under pressure, which is essential.

**The team**:

- You will be part of the IT service desk team, whose main purpose is to provide prompt and courteous IT support to our internal staff and external partners and stakeholders
- We are a supportive and friendly team and take pride in providing the best service we can.

**We will offer you:?**
- Flexible working options to support you and your work-life balance
- A great benefits package, see below.

**Travelling requirements for your role**:
We positively encourage the use of technology to communicate and in this role, other than commuting to your contractual base, there is no expected requirement to travel.

This role supports hybrid working, a broadly even balance between working from home and working from an office base. Please contact the recruiting manager if you wish to discuss how that might impact your working arrangements. #LI-Hybrid

Why not click ‘**Apply**’ today to find out more about the role and be considered as our **IT Support Analyst** - we would love to hear from you

**Closing date**:11.30pm, 8th January 2023

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts. We arealso committed to flexible working.

Suffolk County Council - welcoming diversity.

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