Service Desk Analyst

A vacancy has arisen within ICT Services for a Service Desk Analyst to provide ICT support to corporate and external customers and schools in and outside County Durham. The post is temporary, working part time 22.5 hours per week to cover a period of maternity leave for approximately 12 months, or until the return of the substantive postholder, whichever is sooner. WHAT IS INVOLVED? You will work as part of a team of analysts providing a professional and courteous service to customers. The main purpose of the role is to support the Head of Service and other senior managers to sustain a quality, efficient and effective ICT service and to contribute towards the development and direction of ICT Services. This post is based within a team providing technical user support; ensuring calls to the Service Desk are logged to a qualitative standard. You will be expected to use technology appropriately to make an initial assessment of user incidents and service requests and to provide an accurate solution. In the case that the Service Desk Analyst is unable to provide a solution to the problem, they would be required to escalate to second level support., Durham County Council currently operates a hybrid working policy where a model of 2 days in the workplace and 3 days at home/remote will apply. This model is pro-rated for part time roles and arrangements are at managers discretion, alternatively you can work all of your contracted hours within the workplace if you prefer. EQUALITY, DIVERSITY, AND INCLUSION We are a proud equal opportunities employer and recognise that a diverse, talented workforce brings new ideas and new perspectives, which will facilitate growth and improvements to services. We are committed to ensuring that our employment policies and processes are fair and equitable to all. We welcome job applications from everyone, and successful candidates are considered only on their skills and ability to do the job. As a Disability Confident Leader, we encourage applications from disabled people and provide support throughout the recruitment process.

You should have NVQ Level 3 or equivalent qualification

We offer generous rewards and benefits that are designed to help you perform at your best:

• Competitive salaries and 27 days holiday per year rising to 32 days after five years continuous local government service.
• Option to purchase up to 10 additional days annual leave per year.
• Excellent work/life balance through schemes including job sharing, compressed hours and flexi-time (allowing up to 13 flexi days per year).
• Hybrid working (home and office working).
• Excellent contributory career average Local Government Pension Scheme (LGPS). Plus, top up options - Salary Sacrifice Shared Cost AVC scheme and standard AVC scheme for members of the LGPS.
• Wellbeing Portal and access to an Employee Assist Scheme.
• Wide range of learning and development opportunities including professional qualifications, coaching and mentoring.
• Employee Benefits Portal and Lifestyle Savings Scheme (discounts across a host of major retailers).
• Discounted DCC gym membership.
• Staff networks run by staff for our staff, including Race Equality and Diversity, Disability, LGBT+, Armed Forces, Carers, Menopause.
• Trade Union membership.
• A range of other salary sacrifice schemes such as car leasing.Rewards and benefits are subject to individual terms and conditions.