1st Line Support Technician - Service Desk Analyst - Local Authority Experience Required
Posted 1 week ago by Nexere Consulting Limited
£32 Per hour
Inside
Undetermined
united kingdom
Summary: The 1st Line Support Technician role focuses on providing technical support as the first point of contact for end users within a local authority setting. The position involves managing ICT incidents and requests, ensuring efficient service delivery, and supporting ICT engineers. The technician will also be responsible for user account management and service communications. This role requires a blend of technical skills and customer service expertise to effectively resolve issues at the first point of contact.
Key Responsibilities:
- Work as part of a team to handle incoming ICT incidents and requests by logging contact into the ICT Service Desk
- Handle 1st/2nd Line administrative support for ICT Engineers
- Continually develop ICT skills and knowledge to enable the completion of incidents at the first point of contact
- Manage own caseload of incidents, prioritise, triage and complete as many as possible at first point of contact in an efficient and effective manner
- Initiate the ICT Service Request process in response to user request and where possible fulfil these service requests
- Manage the Service Communications process including obtaining relevant approvals, distribution of messages and updating of tools
- Manage the User Account Management life cycle including creation, updating and removal
Key Skills:
- Qualifications: Holds NVQ3 or equivalent A levels/HNC/HND
- Knowledge: Advanced knowledge and theory appreciation of key concepts, skills and competencies required to deliver professional and effective support
- Experience: Significant period of working in a relevant role or environment
- Expertise: Regular and extended use of a range of standard software eg competent secretarial use of Word, full presentations in PowerPoint, Excel spreadsheets with standard formulae and techniques. Use of straightforward macros, advanced tools.
- ServiceNow experience
- Local Authority Experience
Salary (Rate): £32 Per Hour
City: undetermined
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
1st Line Support Technician - Service Desk Analyst - Local Authority Experience Required
The purpose of the ICT Technician is to provide a technical, single point of contact for the end user community and service their needs at the first point of contact. The post holder will provide support to ensure the efficient performance of the ICT Service while there will be times when specific projects will be allocated to this role.
Key Job Specific Accountabilities
- Work as part of a team to handle incoming ICT incidents and requests by logging contact into the ICT Service Desk
- Handle 1st/2nd Line administrative support for ICT Engineers
- Continually develop ICT skills and knowledge to enable the completion of incidents at the first point of contact
- Manage own caseload of incidents, prioritise, triage and complete as many as possible at first point of contact in an efficient and effective manner
- Initiate the ICT Service Request process in response to user request and where possible fulfil these service requests
- Mange the Service Communications process including obtaining relevant approvals, distribution of messages and updating of tools
- Manage the User Account Management life cycle including creation, updating and removal
Essential Criteria
- Qualifications: Holds NVQ3 or equivalent A levels/HNC/HND
- Knowledge: Advanced knowledge and theory appreciation of key concepts, skills and competencies required to deliver professional and effective support
- Experience: Significant period of working in a relevant role or environment
- Expertise:
- Regular and extended use of a range of standard software eg competent secretarial use of Word, full presentations in PowerPoint, Excel spreadsheets with standard formulae and techniques. Use of straight forward macros, advanced tools.
- ServiceNow experience
- Local Authority Experience