2nd Line Support Analyst
Permanent, Full Time
£28,781 to £33,861 per annum
Location: Colchester
Working Style: Fixed-base worker
Technology Services is focused on ensuring current and future investment in technology to maximise the opportunities to support ECC from a technology perspective. Bringing a new focus to understanding and supporting the business functions will be key in exploiting technology to deliver positive business outcomes. Service Management is a vital element ensuring TS Services are delivered to provide continuity of operation to agreed levels of service in support of business operations.
This role within ECC Technical Services is supporting Adult Community Learning's (ACL) Teaching network to allow for delivery of high-quality learning both within ACL centres and remotely. ACL is Essex's largest provider of adult education delivering a wide curriculum supporting the residents of Essex.
The post holder will be responsible for providing an excellent customer service to Adult Community Learning's staff and learners by providing support and deployment of core desktop, laptop and tablet applications. You will support users of Windows 10/11, Microsoft 365 apps and other teaching applications. Manage network infrastructure and troubleshoot any technical issues that may prevent learning.
Accountabilities
* Responsible for handling complex incidents requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
* Responsible for facilitating recovery to normal operation in complex service environments involving multiple suppliers following resolution of incidents ensuring business services are operating normally to ensure customer satisfaction.
* Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.
* Responsible for analysing the causes of technically complex, multiple supplier incidents, and informing service owners in order to minimise probability of recurrence and contribute to service improvement ensuring continuity and effectiveness of business operations.
* Responsible for analysing metrics and reports on performance of the management process in support of simplification and continual service improvement to ensure minimal disruption in the business environment.
* Specific individual and shared targets and objectives are defined annually within the performance management framework.
The Experience You Will Bring
Essential:
* Educated to A Level or equivalent in experience in a relevant subject.
* Hold ITIL Practitioner level accreditation or equivalent professional qualification.
* Evidence of continual professional development to keep pace with technical and business change that meet defined SFIA V7 competencies.
* Able to demonstrate good experience in a 2nd Line Analyst/Engineering or Service Desk role preferably working within a large Local Authority or with a Service Provider providing 2nd Line Analyst/Engineering or Service Desk services.
* Must hold a valid and full UK Driving License.
Desirable:
* Must demonstrate a track record of working within effective teams delivering high quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use.
* Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301, ISO/IEC 20000, PRINCE2 and MSP.
* Good written, verbal communication and presentational skills.
* Good customer service skills.
* Previous experience working in an IT role, supporting a medium to large organisation with various sites across a large geographical area.
* Experience with ITSM tools, Windows 10/11, Azure Active Directory, Office 365 applications.
* Previous experience with SOPHOS security applications.
* Previous lone working experience.
Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means.
Why Essex?
As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we're committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.
Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.
We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.
At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained.
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
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If you have queries on this role or require anything further, please email ami.fosker@essex.gov.uk.
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