2nd Line Service Desk Analyst

North Northamptonshire Council; Barton Seagrave; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government council in the United Kingdom is looking for a 2nd Line Service Desk Analyst to join its IT Service Delivery team. This role involves providing 2nd line IT support to users and facilitating the rollout of new IT platforms. The ideal candidate will possess strong technical expertise and a passion for customer service. Benefits include competitive salary, pension scheme, generous leave entitlement, and flexible working arrangements. A valid driver's license is essential due to site travel requirements.

Benefits

Employee Assistance Programme

Employee Benefits Scheme

Pension scheme

Generous leave entitlement

Hybrid working arrangements

Qualifications

• Experience working in an IT environment is essential.
• Ability to handle user support and provide direction.
• Passionate about IT and customer service.

Responsibilities

• Provide 2nd Line IT Support to users and assist with IT Platform developments.
• Support the userbase day to day and aid in learning operations.
• Encourage ongoing improvements in support services.

Skills

Technical expertise

Customer service

IT knowledge

User support

Job description

Overview

North Northants Council's Technology, Digital and Data service is looking for customer-focused and enthusiastic individuals to join our dedicated and ambitious IT Service Delivery team. With aspirations and a desire to be an inspirational local government IT service, we are looking for talented individuals to join us on this journey. If your passionate about IT, and you're looking for a new challenge, an opportunity has arisen to join our team, as a 2nd Line Service Desk Analyst. Supporting a range of Colleagues across the County from several Front-line services supporting the local peoples of North Northants. As the Council develops its IT Platforms in a journey of change and improvement, you will be instrumental in leading and providing support and development of key IT technologies as well as assisting staff with those changes.

Responsibilities

As a member of the IT Service Delivery team, you will be providing 2nd Line IT Support to our userbase, alongside 1st Line colleagues, with a strong emphasis toward delivering change to North Northants Council's on-going IT Platform developments. The day to day will consist of providing support to those Platforms, being instrumental in both developing and rolling out new IT platforms, from systems to hardware, alongside supporting the userbase both in receiving those platforms, but also encouraging and aiding them in learning the day-to-day operations, taking forth lessons learned to provide an ongoing improvement to that support. Alongside this you will provide support to the business-as-usual operations, supporting the users in their day to day workings as they provide services to the local peoples of North Northants.

Qualifications

An organised, dynamic and enthusiastic individual will perform well. Willing to get involved in all duties, with particular focus on upcoming IT Platform changes and improvements, able to provide technical expertise and handle user support and direction. A good knowledge of IT and experience of working in an IT environment is essential to be successful in this role, and while you will pick up the ways of working, some experience of working in a government organisation or a company supporting a similar sized user base would be an advantage. We are very interested in people who are passionate about IT and customer service, who want to make a difference and who love to learn new skills and challenge themselves. If that sounds like you, don't hesitate to put in an application. We have a user base presence throughout North Northamptonshire with our main sites being in Corby, Kettering, Thrapston and Wellingborough, so having the ability to travel between sites and your own transport is essential.

Benefits

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.