Technical Support Specialist
4 days ago
We are seeking a skilled and experienced Technical Support Analyst to join our 2nd line team of experienced Technical Analysts, providing support in our fast-paced Service Desk environment, reporting to our Service Desk Team Leaders.
In this role, you will have the opportunity to expand your knowledge and experience of IT related issues, delving into technical intricacies, along with the deliverance of resolutions that are presented to us by our customers and colleagues.
A key aspect of the role is communication with customers, partners and the organisation where needed. Being clear and concise in managing expectations by providing a quality customer service experience. This will entail taking ownership of any issues, discovering and implementing resolutions, and keeping the customer always informed.
In joining our ICT Service Desk team, you will enable our council employees to make the most of their digital skills and capabilities, supporting them to provide greater value to the constituents of Leicestershire.
About YouTo be successful in this role, you must have:
- NVQ level 2 in an ICT related field plus experience (or equivalent).
- Demonstrable experience of providing 2nd line incident resolution and request fulfilment services received through 1st line and management escalation processes.
- Excellent analytical and problem-solving skills.
- Ability to communicate complex issues both verbally and in written format in a concise and easy to understand manner.
- Experience of working individually and collaboratively with technical and professional staff.
- Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base.
- Desire to become an expert on the services and technology you support and maintain.
You must also have an understanding of, and commitment to, equality, diversity and inclusion.
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council.
Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities.
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