ICT Support Analyst

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

Description Salary £25,949 - £25,989 per annum | 37 hours per week | Permanent, Full Time | ICT Support Analyst

We have an exciting opportunity for a new team member to join our frontline Digital User Experience Service, supporting Lancashire County Council and partner organisations.

As an ICT Support Analyst, you will provide first-class technical support and customer service, helping users access and make the best use of the council's digital services. You will be part of a busy and supportive team, handling a wide range of technical queries and service requests while working closely with colleagues across Digital Services.

What You'll Be Doing

• Providing technical support to customers through digital, email, telephone and face-to-face channels.
• Diagnosing and resolving a range of hardware, software and device-related issues.
• Logging, tracking and managing incidents and service requests using IT Service Management processes.
• Setting up and configuring new devices and software in line with council standards and security requirements.
• Supporting the maintenance and smooth running of digital systems.
• Working with colleagues across Digital Services to identify, investigate and resolve technical issues.
• Following ITIL-based processes for Incident, Problem and Change Management.
• Providing a professional, responsive and customer-focused service to users.
• Escalating more complex technical issues to senior analysts when required.
• Contributing to service improvements and continuous learning within the team.

What We're Looking For

We are looking for someone with excellent customer service skills, a positive attitude and an interest in technology. You will be able to demonstrate:

• Good communication and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• The ability to manage and prioritise a varied workload.
• An organised and methodical approach to work.
• The ability to work independently and as part of a team.
• Experience or an understanding of supporting end users in a digital or ICT environment.
• A willingness to learn and develop new technical skills.
• An understanding of digital security principles and good IT practices.
• Experience configuring and supporting devices, software and digital systems would be advantageous.
• Awareness of ITIL principles or service management practices would be desirable.

Technologies you may support

The role offers exposure to a wide range of technologies and business systems, including:

• Microsoft 365, Active Directory, Azure, Intune and Endpoint Management.
• Oracle Fusion and LiquidLogic applications.
• ServiceNow and other corporate business applications.
• Windows 10 and Windows 11 devices.
• Android and iOS mobile devices.
• Printing, scanning and other end-user technologies.
• Digital services used across Lancashire County Council and partner organisations.

For full details of the accountabilities and responsibilities attaching to this role please refer to the Job Description & Person Specification.

Why join us?

This is an excellent opportunity for someone looking to start or develop a career in ICT support. You'll gain experience across a broad range of technologies while working in a customer-focused environment, supported by experienced colleagues who will help you develop your technical skills and knowledge.

Lancashire County Council also offers a range of benefits, found on our website here.

This is a hybrid role based at County Hall, Preston, combining office and home working.

We do not hold a sponsorship licence and can only consider applications from candidates who are legally entitled to work in the UK. If you do not have the right to work in the UK, your application will not be considered.

We reserve the right to close down a vacancy early, before the closing date, if we receive sufficient applications.