Technical Support Analyst 2nd Line

We are looking for talented, forward-thinking individuals that have a passion for IT, to help us develop and strengthen our IT Service Desk capabilities within our organisation, enabling our customers to succeed. Are you a customer focused individual that gains satisfaction from the reward of investigating and resolving technical challenges? Do you want a job where no two days are the same? Are you looking for a rewarding career where you can make a difference? About the Role The successful candidate will work within 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 post 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., 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. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.

• NVQ level 2 in an ICT related field plus experience (or equivalent).
• Have demonstrable experience of providing 2nd line incident resolution and request fulfilment services received through 1st line and management escalation processes.
• Be able to provide Customer Excellence with compassion while managing customer expectation throughout all levels of the organisation.
• To be proactive in providing service delivery, technical support, request fulfilment, technical instruction and digital up-skilling of service customers across various locations within Leicestershire.
• Hands on experience of working within a technical support environment to deliver, deploy and maintain hardware, software and mobile technologies.
• Experience of working individually and collaboratively with technical and professional staff, along with the ability to communicate complex issues both verbally and in written format in a concise and easy to understand manner.
• Excellent analytical and problem-solving skills.
• Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base.
• Have a desire to become an expert on the services and technology you support and maintain. While developing and maintaining an up-to-date knowledge of relevant ICT subjects applicable to the current and future needs of the council.
You must also have an understanding of, and commitment to, equality, diversity and inclusion. In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.