IT Support Analyst in Loughborough

Job Purpose

To provide Technical IT support to users of ICS services from first point of contact to incident resolution. To identify, diagnose, resolve and document technical IT problems and incidents. Delivery of an effective and appropriate service to all service users, fairly and without discrimination.

Main Duties and Responsibilities

• To take responsibility for, document and resolve or escalate, as appropriate, incidents and requests for service received from ICS service users via email, web form or telephone.
• To perform effective incident resolution relating to the authority's software and hardware to include computers, laptops, telephones, mobile devices and any other IT related associated peripherals at local and remote locations. Undertake technical problem management and root cause analysis.
• Configure and implement new computer systems as part of a desktop refresh, project or new requirement. This will also include the implementation of systems in offsite or remote environments e.g. broadband installations across the borough.
• To assume complete ownership of incoming incidents and service request tasks (including starters/leavers/movers, equipment allocation, etc), including those where third party input is required. Prioritise, manage and monitor the progress of the calls from inception to resolution and to keep customers informed of the progress of their queries.
• Resolve incidents and service request tasks within agreed SLA timescales and to continue to work with the Service Desk Manager and customers on breached calls where the resolution falls outside of agreed targets. This also includes logging, reporting and escalating IT Data and Cyber Security issues.
• As part of the Service Desk team be prepared to work on a rotational basis for technical front line telephone support, onsite jobs and remote support within the Service desk operational hours.
• Contribute towards the accurate recording of the ICS asset data by completing the appropriate documentation and following associated procedures including the management of the ICS storeroom.
• Utilise the Service Management software to accurately record incidents, problems and service requests, maintain accurate asset information and submit knowledgebase documentation.
• Where required, monitor system performance and manage the process of automated and other operational requests and book and dispatch any generated outputs as required.