Hybrid ICT Support Analyst - Frontline Tech & Service

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

Job summary

Lancashire County Council is seeking an ICT Support Analyst to join the Digital User Experience Service in Preston. This frontline role provides technical support across digital channels and helps users access council services, working with a supportive team to resolve a wide range of queries.

You will diagnose hardware and software issues, log incidents using ITSM, configure devices securely and follow ITIL processes.

Qualifications

• Experience in providing technical support and customer service.
• Ability to diagnose hardware and software issues.
• Experience with ITSM processes and incident logging.
• Experience configuring devices and software to standards.
• Ability to work in a team and independently.

Responsibilities

• Provide technical support via digital, email, phone, and face-to-face channels.
• Diagnose and resolve hardware, software and device issues.
• Log, track and manage incidents and service requests using ITIL-based processes.
• Set up and configure new devices and software per council standards and security.
• Support maintenance and smooth running of digital systems.
• Collaborate with Digital Services to resolve issues.
• Escalate complex issues to senior analysts when needed.
• Contribute to service improvements and learning.

Skills

Customer service

Troubleshooting

Workload management

Team player

Independent worker

Digital/ICT support

Willingness to learn

IT security principles

Tools

Microsoft 365

Active Directory

Azure

Intune

Endpoint Management

Windows 10/11

ServiceNow

Job description

Lancashire County Council is seeking an ICT Support Analyst to join the Digital User Experience Service in Preston. This frontline role provides technical support across digital channels and helps users access council services, working with a supportive team to resolve a wide range of queries.

You will diagnose hardware and software issues, log incidents using ITSM, configure devices securely and follow ITIL processes.