ICT Support Analyst

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

Salary £26,016 - £26,847 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 Liquid Logic 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.

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.

Job Description And Person Specification

Local Government Reorganisation

The Government has confirmed that local government across Lancashire will be reorganised, with the current 15 councils being replaced by four new unitary councils covering North, South, East and West Lancashire from April 2028.

If you are successful in your application, you will initially join Lancashire County Council. However, as part of the planned transition, your employment will transfer to one of the new unitary councils from April 2028, subject to the implementation of the reorganisation and relevant employment legislation.

Throughout this period, our focus remains on delivering excellent services to our communities. By joining us now, you'll play an important role in shaping the future of local government and helping to build a strong new organisation that will serve residents for years to come.