Desktop Analyst

3C ICT is our shared IT service between Cambridge City Council, Huntingdonshire District Council and South Cambridgeshire District Council. The shared service was established in April 2016 to provide a more efficient way of delivering ICT services across the three partner councils and has now matured into a reliable and efficient operation.

Our team of 80+ staff provides a range of services from digital development and integration to server management and maintenance as well as standard desktop and business application support. On a day-to-day basis, we manage and deliver all the IT systems and services needed by our partners and customers.

We are a modern IT Operation utilising Office 365, Microsoft Azure, DevOps and other up-to-date applications.

Our vision is to help our Council partners standardise, automate, integrate and optimise their IT systems to help them gain the best possible business benefit from their investment whilst maintaining the strictest standards of security, privacy and flexibility. This approach also helps them realise the combined economies of scale of working in a local government partnership.

Ultimately our work improves outcomes for local residents and businesses giving our staff the opportunity to feel that they are contributing to the local area in a positive way and supporting those most at need through difficult times.

We want to employ staff who embody our icare values (Inspiring, Collaborative, Accountable, Respectful, Enterprising), all of which support our ultimate purpose of putting our customers first.

Job details
3C ICT has an ideal opportunity for an enthusiastic IT professional looking for the next exciting challenge as a Desktop analyst.

The purpose of the role will be to be a:

Participating member of the second line Service Desk team responsible for operating the Desktop support function within the ICT Shared Service providing ICT services to our three partner councils.

To support the Desktop Analyst Team Leader(s) in the development and delivery of the ICT Service Plan and Service Improvement planning.

To provide ITIL second line Service Desk technical support to the user base of the three partner councils (c.1800 staff) and to support Democratic Services Teams with assisting their elected Members with ICT issues.

To provide technical input and active participation in project work delivery (as required).

About the role
As a Desktop Analyst, you will play an important role in delivering an ITIL 2nd line desktop support function to our customers across these partner sites.

In this role, you will be responsible for providing hands-on technical support to analyse and resolve a wide range of ICT technical queries and issues, in a fast-paced environment and measured against published Service Level Agreements.

Due to the hands-on nature of many of the tasks, it is expected that you will need to be physically present in one of our office locations comprising Pathfinder House in Huntingdon, Mandela House in Cambridge, or South Cambs Hall in Cambourne for the large part of the working week.

However, there will also be the opportunity to work from home when appropriate, during project-related work or whilst undertaking remote-based learning.

About you
Working as part of a team of 6 Desktop Analysts and supported by two Team Leaders (1 x Technical and 1 x Operational) you will need to effectively manage your assigned workload whilst also managing our customers' expectations and ensuring an excellent standard of customer service is always delivered.

You will be required to work 37 hours per week (Monday to Friday - excluding Bank Holidays) covering standard office hours from 8am - 5.30pm. As an employee of Huntingdonshire District Council, you will also be eligible to participate in the council's Flex-time scheme., Travel may also be required between the primary sites listed above for which additional out of pocket travel expenses are claimable.

This position may also require you to participate in out-of-hours support for one of the authority's critical business systems. This support is based on a 1 in 3 week rotation covering: Monday - Friday 6pm - 8pm, Saturday 8am - 8pm, Sunday 8am - 10am.

An offer of employment is conditional upon having the right to work in the UK. Huntingdonshire District Council does not hold a Sponsorship Licence and are unable to provide a Certificate of Sponsorship (CoS) or take over sponsorship for any role.

Knowledge of leading Service Desk call logging software

Knowledge of current Microsoft Operating Systems

Good practical knowledge of ICT infrastructure management (Active Directory, Intune, SCCM)

Excellent knowledge of computing trends

NVQ Level 4 or above in IT

Obtained or studying towards an IT support qualification (MCSE, CompTIA)

Baseline DBS personal security check will be completed

Full UK Drivers licence and access to access to a vehicle to enable travel between sites., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.