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- Tasks: Provide second line IT support and manage technical systems efficiently.
- Company: Join Nottingham City Council, a progressive organisation dedicated to improving community lives.
- Benefits: Enjoy competitive pay, generous leave, pension scheme, and a hybrid work model.
- Why this job: Make a real impact in your city while working in an innovative and inclusive culture.
- Qualifications: Experience in IT customer support and relevant training like ITIL or Microsoft certifications required.
- Other info: Apply early as the advert may close before the deadline.
The predicted salary is between 31586 - 34314 £ per year.
Contract Type: Permanent
Working Hours: 37 hours per week
Worker Type: Hybrid Worker
Salary: Starting Salary is £31,586 (Level one) rising to £34,314 per annum (pro rata for part-time)
Location: Loxley House, Station Street, Nottingham. NG2 3NG
We’ve got an exciting opportunity available for talented individuals to join our workforce. Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement, and access to a generous pension scheme, we strive to create an innovative, inclusive, and progressive work culture where everyone is supported to do and be their very best.
In return, we are looking for people who are innovative, driven, and committed to serving and improving Nottingham. If you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.
About the Role
We have 2x Technical Support Analyst posts available. The key purpose of the role is to provide a second line point of escalation for all internal colleagues and customers, managing support activities such as planned maintenance and systems administration tasks. Provide an experienced and knowledgeable service to meet customer requirements and service level targets, in line with ITIL standards and procedures adopted by the Council. Ensure that the day-to-day support and maintenance processes of technical systems and applications are efficiently operated and managed, meeting or exceeding service targets; that they are aligned to customer requirements. Post holders will provide a source of technical expertise in areas such as VoIP, Microsoft SCCM / Intune, VMware, Networking, etc.
About You
- Substantial years of working knowledge of providing IT Customer Support at second line level in complex desktop and networking environments.
- Experience of parameter modifications, developing workarounds or site-specific enhancements, reconfiguring systems, changing operating procedures, and training users, where appropriate.
- A recognised training relevant to an IT support environment e.g., ITIL, Microsoft 365 / Azure or 3 years of experience in service desk incident management.
- Proven ability as a Systems Administrator within a rapidly changing technological environment e.g., networks, desktop support, internet, and email configuration. Troubleshooting networking, software, and application problems, evaluating and installing upgrade patches and hot fixes using tools such as SCCM or InTune.
Closing Date: Friday 17th January 2025
Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible. Interviews will be held: to be confirmed.
Technical Support Analyst employer: Nottingham City Council
Contact Detail:
Nottingham City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Familiarise yourself with ITIL standards and procedures, as these are crucial for the role. Understanding how to align support activities with these standards will demonstrate your commitment to quality service.
✨Tip Number 2
Brush up on your technical skills related to VoIP, Microsoft SCCM/Intune, and VMware. Being able to discuss your hands-on experience with these technologies during an interview can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your problem-solving abilities. Think of specific examples where you've successfully troubleshot complex issues in a desktop or networking environment, as this will highlight your expertise.
✨Tip Number 4
Network with current or former employees of Nottingham City Council if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT customer support, particularly at the second line level. Include specific examples of your work with VoIP, Microsoft SCCM/Intune, and networking to demonstrate your expertise.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving lives in Nottingham. Mention how your skills align with the role's requirements and your commitment to providing excellent technical support.
Highlight Relevant Qualifications: If you have any recognised training such as ITIL or Microsoft certifications, be sure to mention these prominently in your application. This will show that you are well-prepared for the technical demands of the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Technical Support Analyst.
How to prepare for a job interview at Nottingham City Council
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of VoIP, Microsoft SCCM/Intune, VMware, and networking. Be prepared to discuss specific experiences where you've used these technologies to solve problems or improve processes.
✨Understand ITIL Standards
Since the role requires adherence to ITIL standards, it’s crucial to familiarise yourself with these principles. Be ready to explain how you've applied ITIL practices in previous roles, especially in incident management and service delivery.
✨Showcase Problem-Solving Skills
Prepare examples of complex issues you've resolved in a second line support role. Highlight your troubleshooting process and how you developed workarounds or enhancements to meet customer needs.
✨Demonstrate Customer Focus
This role is all about serving internal colleagues and customers. Be ready to discuss how you've prioritised customer satisfaction in your previous positions and any feedback you've received that reflects your commitment to service excellence.
