Service Desk Analysts

Instagram; Burnhope; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Local Government Pension Scheme

27–32 days leave

Job summary

County Durham Council is seeking two Service Desk Analysts to provide ICT support to corporate customers, external clients and schools. One position is part-time (22.5 hours) and the other full-time (37 hours per week).

You will log calls, assess incidents, and escalate when needed, while contributing to a high-quality ICT service. NVQ Level 3 or equivalent is required, plus the ability to communicate effectively with diverse audiences and demonstrable ICT experience.

Qualifications

• NVQ Level 3 or equivalent qualification.
• Ability to effectively communicate with different audiences and demonstrate ICT experience.

Responsibilities

• Provide ICT support to corporate and external customers and schools.
• Log and manage calls to a qualitative standard and escalate unresolved issues to second level support.
• Support the Head of Service and senior managers to sustain an efficient ICT service.

Skills

ICT experience

Communication skills

Education

NVQ Level 3 or equivalent

Job description

A vacancy has arisen within Digital Services for two Service Desk Analysts to provide ICT support to corporate and external customers and schools in and outside County Durham. The posts are temporary to cover periods of maternity leave for approximately one year or until the return of the post holders from maternity leave whichever is sooner.

One of the posts is part time working 22.5 hours, the other is full time working 37 hours per week.

WHAT IS INVOLVED?

You will work as part of a team of analysts providing a professional and courteous service to customers. The main purpose of the role is to support the Head of Service and other senior managers to sustain a quality, efficient and effective ICT service and to contribute towards the development and direction of ICT Services.

These posts are based within a team providing technical user support; ensuring calls to the Service Desk are logged to a qualitative standard. You will be expected to use technology appropriately to make an initial assessment of user incidents and service requests and to provide an accurate solution. In the case that the Service Desk Analyst is unable to provide a solution to the problem, they would be required to escalatest to second level support.

You should have NVQ Level 3 or equivalent qualification together with the ability to effectively communicate with different audiences and be able to demonstrate ICT experience in a related area.

We offer a competitive rewards package that includes:

• Attractive salaries
• Generous annual leave entitlement of 27 days (rising to 32 after five years' continuous local government service)
• Membership of the excellent contributory career average Local Government Pension Scheme
• Range of flexible working arrangements including hybrid working (home and office) where applicable

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