Hybrid ICT Support Analyst – Frontline Tech

Lancashire County Council; Preston; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Lancashire County Council is hiring an ICT Support Analyst to provide frontline technical support and customer service for users of digital services. The role sits in the Digital User Experience Service and involves handling incidents, configuring devices, and working with ITIL processes to ensure reliable service.

You will join a busy team, dealing with a variety of queries across digital systems, including Microsoft 365, AD/Azure, and Windows devices.

Qualifications

• Experience or understanding of supporting end users in a digital/ICT environment.
• Experience providing first-class technical support and customer service.

Responsibilities

• Provide technical support to customers through digital, email, telephone and face-to-face channels.
• Diagnose and resolve hardware, software and device-related issues.
• Log, track and manage incidents and service requests using IT Service Management processes.
• Set up and configure new devices and software per council standards and security requirements.
• Support maintenance and smooth running of digital systems.
• Collaborate with colleagues across Digital Services to resolve technical issues.
• Follow ITIL processes for Incident, Problem and Change Management.
• Provide a professional, responsive and customer-focused service to users.
• Escalate complex issues to senior analysts when needed.
• Contribute to service improvements and continuous learning within the team.

Skills

Customer service

Communication

Troubleshooting

Workload management

Organised

Teamwork

Willingness to learn

IT security principles

Tools

Microsoft 365

Active Directory

Azure

Intune

Endpoint Management

Oracle Fusion

LiquidLogic

ServiceNow

Windows 10/11

Android

iOS

Job description

Lancashire County Council is hiring an ICT Support Analyst to provide frontline technical support and customer service for users of digital services. The role sits in the Digital User Experience Service and involves handling incidents, configuring devices, and working with ITIL processes to ensure reliable service.

You will join a busy team, dealing with a variety of queries across digital systems, including Microsoft 365, AD/Azure, and Windows devices.