Part Time 1st Line Support Analyst

The First Line Support Engineer is responsible for the processing and coordination of appropriate and timely responses to Incident reports and Service Requests, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity and keeping clients appraised of progress towards service restoration. Wherever possible resolving incidents at the first point of contact to reduce time to fix and increase user satisfaction.,

• Responsible for investigating and resolving incidents following agreed procedures to maintain the quality and consistency of the service, enhancing customer experience and maintaining high levels of satisfaction.
• Responsible for facilitating recovery to normal operation following resolution of incidents ensuring business services are operating normally to ensure customer satisfaction.
• Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation is confirmed, and lessons learned can be acted on to support service improvement.
• Responsible for analysing the causes of incidents, and informing service owners in order to minimise probability of recurrence, and contribute to service improvement ensuring continuity and effectiveness of business operations.
• Responsible for analysing metrics and reports on performance of the incident management process to highlight lessons learned in support of continual service improvement to ensure minimal discretion in the business environment.
• Responsible for wherever possible resolving reported incidents at the first point of contact or making a quick decision to escalate to the 2nd Line Analysts ensuring optimum service resolution to reduce business disruption and increase customer satisfaction.
  
  Educated to A Level or equivalent in experience in a relevant subject
• Hold ITIL Foundation level accreditation or equivalent professional qualification
• Evidence of continual professional development to keep pace with technical and business change that meet defined SFIA V7 competencies.
• Able to demonstrate good experience in a 1st Line Engineering/Service Desk role preferably working within a large Local Authority or with a Service Provider providing 1st Line Engineering or Service Desk services
Desirable:
• Must demonstrate a track record of working within effective teams delivering high quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use
• Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301, ISO/IEC 20000, PRINCE2 and MSP
• Good written, verbal communication and presentational skills
• Good customer service skills
Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means.

This role is part of Adult Community Learning (ACL), the largest provider of adult learning in Essex, offering a wide range of courses and qualifications. You will be the first point of contact for tutors and learners to support them with both online and classroom-based teaching/learning. Technical Services is focused on ensuring current and future investment in technology to maximise the opportunities to support the Council from a technological perspective. Bringing a new focus to understanding and supporting the business functions will be key in exploiting technology to deliver positive business outcomes. Service Management is a vital element ensuring TS Services are delivered to provide continuity of operation to agreed levels of service in support of business operations., As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service