Description Organisation: Leicestershire County Council Work Location: Leicestershire County Council, County Hall, Glenfield, Leicester, LE3 8RA Worker Category: Hybrid Worker - Expectation to work primarily from the office. Salary: £31,074 to £33,294 per annum (pro-rata for part-time) (Grade 9) Working Hours: 37 hours - Monday to Friday 9am to 5pm (Alternate weeks - 8am to 4pm). Contract Type: Permanent Closing Date: 02/02/2025 - 23:59 Interview Date(s): February/March 2025 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 2 nd 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. About You To apply for this post, you must: NVQ level 2 in an ICT related field plus experience (or equivalent) and 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. Have demonstrable experience of providing 2nd line incident resolution and request fulfilment services received through 1 st line and management escalation processes and 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. 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. Excellent analytical and problem-solving skills. Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base. 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. Reasonable adjustments will be considered for applicants with a disability. Interested in Flexible Working? 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. Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the Our Working Styles page on our career site. For more information or an informal discussion, please contact: Ashley Bassett - Technical Support Lead, Customer Support Team Email: Ashley.Bassettleics.gov.uk How to Apply Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme. To apply for this job, please click on 'Apply Now'. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above. For more information, see the How to Apply section on our career site. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible. If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.freshdesk.com/support/home. By applying for this post, you agree to our Terms and Conditions .