Job Description The Service & Team: You are a motivated individual, keen to learn new skills and with the attitude and commitment to provide an excellent service to our customers. You may have previously worked in the IT sector, or are keen to start your career within the IT industry. Ideally you’ll have experience of dealing with a wide range of people at all different levels of an organisation. You have an interest in IT, some technical knowledge and a desire to learn. Although technical experience in a corporate setting is desired for this role, it is not essential. You know the importance of keeping the customer at the centre of what you do and have some administrative and telephone experience, as this is needed to perform well in this role. You’re a self-starter that is eager to progress, can work under pressure and you’re always eager to go the extra mile. Knowledge of ITIL and some previous experience in a technical support role would be advantageous. We regret that re-submission of applications from those that have previously applied for this role and been unsuccessful will not be considered at this time. About Us Information Services exists to provide information and technology support to all parts of Cornwall Council. Our purpose is also to develop and implement new and innovative technical solutions which enable the Council to move forwards and become more efficient. We have an ambitious programme of works ranging from core infrastructure replacements through a wide range of business facing projects with significant Information Service solution dependencies. Information Services is committed to the adoption of the ITIL version 3 framework and strives to align its processes and continually improve the service to the customer. Cornwall Council is committed to safeguarding and is an equal opportunities employer More information about working for Cornwall Council is available here The Role A service desk analyst interacts with customers and is a working operative. They perform tasks such as taking calls from customers and trying to resolve their queries. If required, they escalate issues to their manager. They assess, log, classify, prioritise and action events by either resolving faults or actioning requests in accordance with our Service Level Agreements. The Service Centre sits alongside the Transaction Centre and the Service and Performance Management team within Business Services. The Service Centre provides an excellent customer focussed, user friendly support service. By bringing first and second line technical teams together the Service Centre quickly and effectively resolves issues and problems, minimises the impact of disruption to IT services, and facilitates requests for IT services and products. The Service Centre is made up of two “sub teams” – the Service Desk and the Resolution Centre. This position will be subject to a basic criminal record disclosure check. Working Pattern 37Hrs 7.4hrs per day x 5 (flexible working) What You’ll Need To Succeed Develop technical & customer support ability of the service desk through improving own business process and technical knowledge while also sharing knowledge and skills with other members of the service Contribute to a culture of continual improvement within the service centre Achieve improved personal and team wide performance (e.g. increased Service Level achievement, decreased call abandonment rates & re-queues) Review all existing procedures and knowledge base articles for completeness and accuracy throughout the knowledge lifecycle Ensures that technical terminology is business-oriented. Translates technical terminology and asks the right questions to find solutions. Please read the role profile for the full details of this role attached below in this advert What You’ll Get In Return Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met. Our Core Employee Rewards And Benefits Include a competitive salary. a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions a generous annual leave entitlement with the potential to purchase additional leave. A national award-winning employee health and wellbeing programme Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services. Additional Information The full role profile can be found here https://wa-prd-euw-ccwebsite-master.publishing.cc.cornwallonline.net/media/nvtnfchv/3715-service-desk-analyst-rp-1-1.pdf We recommend saving a copy of this to refer to if you are invited to an interview. For more information or an informal chat about the role please contact brad.kittscornwall.gov.uk Application Process Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process. Please note that applications cannot be edited after they have been submitted, please contact careerscornwall.gov.uk if you have any queries or require assistance with your application.